Wayne Weisser

Clearwire

5/24/2010 Tech Support – Helping people connect to the Internet in a new way. Wireless 4G home modems and 4G and 3G USB modems for laptops. Troubleshoot connectivity and computer problems. Assist in setting up email clients, reset passwords, assist in billing and customer services.

• Advanced troubleshooting of wireless broadband, IP services, personal computers, wireless routers, wireless modems, email and web services on customer’s software and hardware.
• Work effectively with team members to provide exceptional support for customers as well as internal clients.
• Astonish customers with friendly, fast, professional and knowledgeable customer support.
• Accurately track customer issues and resolution while proactively identify trends.
• Work within set key performance measurements defined by the leadership team.

Position Requirements
• Strong verbal and written communication skills
• Polite and professional demeanor
• Ability to quickly adapt to a dynamic environment and new technology of wireless broadband
• Excellent general customer service skills and a demonstrated technical aptitude
• Desire to exceed customer expectations and build a world class reputation for customer support
• General knowledge of personal computer hardware and software, Microsoft applications PC and Macintosh systems
• Experience with wireless routers, PC security/firewall software.

• Basic TCP/IP knowledge including: Ping | Tracert | DNS resolution | ipconfig

• Ability to troubleshoot inbound and outbound customer calls Including:
o No radio signal |Computer setup | Identify and resolve Spyware and virus infected computers
o Basic networking knowledge
o Domain hosting, transfer and management experience
o Email setup
o Billing questions

• Experience configuring email clients including:
o Outlook Express
o Outlook 2000
o Outlook 2002
o Outlook 2003
o Netscape
o Eudora
o Thunderbird