Location: Indianapolis, Indiana (Hybrid)
Type: Full-Time
Pay: $25/hr
Position Description
As a Support Specialist for Haywire, you will be responsible for providing exceptional customer service and technical support to our customers. You will assist customers with troubleshooting internet connectivity issues, resolving billing inquiries, and guiding them through service-related processes. You will assist in the configuration and maintenance of Haywire equipment and help create and maintain internal documentation used for support.
Key Responsibilities
- Provide timely and effective support to customers via phone, email, or text channels
- Assist customers with troubleshooting internet connectivity issues, such as restarting equipment and viewing Wi-Fi connection details
- Address billing inquiries, process payments, and resolve account-related issues accurately and efficiently
- Collaborate with other departments to escalate and resolve complex technical issues and ensure customer satisfaction
- Document customer interactions, technical solutions, and service requests accurately in the CRM systems
- Configure, upgrade, support Haywire equipment
- Create, review, maintain internal support documentation
- Identify opportunities for process improvement and provide feedback to enhance the customer support experience
Qualifications
- Strong communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users
- Basic understanding of residential Internet concepts, such as DNS, Wi-Fi Setup, and DHCP
- Excellent problem-solving skills with a keen attention to detail
- Ability to work independently
- Ability to follow written instructions
- Previous experience in customer service, technical support, or helpdesk roles preferred
Work Location and Hours
This is a hybrid onsite/remote role. It is expected that during your initial training (of approximately 3 months), you will be onsite. Once training is complete, remote work is acceptable for part of each work week.
Work hours for this role are approximately 9:00am to 6:00pm M-F. Periodic weekend shifts for this role are also expected. Exact scheduling of weekends and shift timing will be mutually agreed upon to accommodate support needs and your personal schedule.
About Haywire
Haywire delivers high-speed internet and managed Wi-Fi solutions built for apartments and commercial properties. We’re not your average ISP — we cut the gimmicks, focus on reliability, and back it all up with shockingly awesome customer support.
