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Job Title: Technical Service Representative II (TSR II) 

Start Date: Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Technical Service Representative (TSR) .  Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision of where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.

Expected Outcomes and Requirements:

Gateway is hiring a Technical Service Representative (TSR) to support our growth objectives of passing 100,000 residences and business on a national scale while upholding and enhancing Gateway’s pledge to an unsurpassed customer experience.  The successful Technical Service Representative (TSR) will contribute to the success of Gateway’s growth objectives in the following ways:

• Provide technical and network problem solving resolutions to end-users (customers).
• Demonstrate an ability to diagnose an end-user’s issues and guide them through a step-by-step process to solutions.
• Serve as the primary point of contact for escalated technical customer issues, ensuring timely and accurate resolution
• Diagnose and resolve fixed wireless connectivity issues involving Cambium PMP/ePMP and Ubiquiti airMAX 5AC equipment, including RF performance and link stability.
• Exceptional ability to understand, troubleshoot, and repair residential wireless network issues and problems.
• Diagnose and resolve technical hardware and software issues involving internet and VoIP connectivity.
• Follow standard processes and procedures.
• Identify and escalate priority issues per Client specifications.
• Redirect problems to appropriate resources.
• Provide excellent customer service support including technical troubleshooting of service issues.
• Resolve every incoming customer request as quickly and efficiently as possible while maintaining a pleasant professional demeanor.
• Manage customer communications received via multiple sources – phone, email, text, & social sites.
• Exceed customer expectations at every opportunity.
• Effectively communicate Gateway’s product and service offering.
• Follow-up with potential customers to finalize orders.

What’s in it for you?

• Seeing your work make a positive difference in the lives of our served communities.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• Opportunity to wear many hats and learn non-traditional skills.

The successful candidate will bring the following to the table:

• Excellent verbal and written communication skills.
• Deep understanding of residential wireless networks and network troubleshooting.
• Customer service disposition.
• Capability to solve complex problems.
• Capability to work as an individual and as a member of a cross-functional team.
• Strong follow-up skills, accuracy, and attention to detail.
• Excellent customer service skills, including positive phone demeanor.
• Proficiency (MS Office-Word, Excel, Outlook).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.
• Must be able to clearly see color and shading in plans and materials.
• Must have flexibility in scheduling to meet the needs of the business.