We are seeking a Technical Support Representative to join our Customer Support Team. This person will be responsible for working over the phone with our customers to troubleshoot wired and wireless networking equipment. At times you will be required to configure and test equipment for our internal engineers. This person will use their troubleshooting skills to ensure our customers have the best experience.

Groove Technology Solutions creates an experience of familiarity and quality of life for guests in the hospitality industry. With innovative, cost-effective technology, as well as a partnership with DIRECTV, Internet, and Wi-Fi to video surveillance, phone systems, energy management, and other in-room technologies, we serve a wide range of industries including hotels and resorts, senior living and hospitals, student housing, campgrounds, restaurants and more.

This shift is Monday - Friday 8:00 am - 5:00 pm EST

What you’ll own

• Troubleshoot network issues with remote customers to determine appropriate courses of action to ensure the result is successful both from a customer and Groove standpoint and document the interaction in Salesforce.
• Provide accurate product information and serve as a knowledgeable resource for the customer, accurately representing the customer and Groove.
• Troubleshoot technical equipment & programming by identifying root causes and provide an appropriate resolution.
• Support IP-based technologies, including, but not limited to, wired and wireless networks, video solutions, video surveillance, environmental management systems, and phone systems.
• Frequently updates customers when outages occur.
• Talk to customers over the phone, email, online chat, or social media to resolve their questions or concerns.
• Maintains and updates customer information as necessary.
• Calmly attempts to resolve and de-escalate any issues.
• Support IP-based technologies, including by not limited to wired and wireless networks, video solutions, video surveillance, environmental management systems, and phone systems. Frequently update customers when outages occur.
• Documentation of troubleshooting steps and problem resolution using Guru.
• Maintains and updates customer information as necessary.
• Other duties as assigned.

Experience and skills you’ll have

• Minimum, 3 years experience, working in a technology environment.
• Knowledge of switches, Ethernet, Internet connection methods, and networking.
• Working knowledge of Linux, Switched, DSL, and WiFi networking equipment.
• Excellent written and verbal communication skills.
• Strong documentation and troubleshooting skills.
• This position may require some travel, but most of the time will be spent in the office.
• Energetic and positive attitude.
• Resourceful technology problem-solving skills.

Perks & Benefits

• Compensation starting at $21/HR, DOE
• Great medical, dental, vision, and even pet insurance
• Life insurance, long and short-term disability coverage
• 401K with an employer match
• Generous company provided physical and mental well-being program