Provides Tier 2 technical support for wireless products, network issues, messaging, internet equipment, and provisioning errors. Handles high-volume inbound calls, troubleshoots issues using internal tools, documents resolutions in a ticketing system, meets quality standards, and supports new team members. Requires strong customer service, communication, multitasking, technology aptitude, and availability for rotating on-call and weekend shifts.
Are you passionate about technology, whether it be gaming, building computers or just helping friends/family with the most recent phones? Then you will fit right in at Viaero as a Tier 2 Technical Support Advisor.
We train our Tier 2 Technical Support Specialists to work onsite at our Call Center and be our in-house experts when it comes to resolving technical device and network issues for our customers. They strive to provide one-call resolution. Tier 2 Advisors will work closely with Customer Service, Network Operations and Field Operations to provide technical support and assistance to our customers. Because of the nature of this position, candidates must possess outstanding work skills including, but not limited to, excellent verbal and written communication skills, ability to multitask and work under pressure, strong understanding of technology, and most importantly a commitment to the customer for a fast resolution.
On-call and weekend shifts are done by rotation.
Responsibilities and Duties:
- Provide strong customer service to internal and external customers
- Handle a large volume of inbound calls from internal and external customers for technical issues regarding Viaero's wireless products and services (training is provided!)
- Communicate with internal and external customers in a professional manner while demonstrating courtesy, and patience
- Provide support to internal and external customers for text, multimedia messaging and internet equipment and services
- Utilize tools and resources to troubleshoot network complaints and provisioning errors
- Document problems with high degree of accuracy utilizing a trouble ticket system
- Achieve quality assurance standards for consistent performance
- Demonstrate consistent and punctual attendance. Must be able to work a variable schedule and overtime when necessary
- Provide input on the implementation of new products to improve the efficiency of resolution of network issues
- Assist and provide guidance to new team members
- Additional duties as required.
Qualifications:
- High School diploma or equivalent is required
- Associate Degree preferred
- Bilingual (Spanish/English) is a plus
- Tech savvy and have an aptitude for understanding technology
- Energetic, able to work under pressure in dynamic, fast-moving environment
- Exceptional customer service skills
- Outstanding verbal and written communication skills
- Detail oriented
- The ability to multitask and strong troubleshooting skills
- The ability to learn about our network and technical features of our products to improve efficiency
- Experience working with Windows-based computers, including general office software
What we offer:
- Competitive pay
- Growth opportunities
- Comprehensive benefits package includes health insurance benefits (Medical, Vision and Dental), Short-term Disability, Life Insurance, freephone/service, tuition reimbursement, 401(k) with company match, vacation, sick leave, and holiday pay.
IND123
Viaero Wireless Fort Morgan, Colorado, USA Office
231 Main St, Fort Morgan, Colorado, United States, 80701 2148
Similar Jobs
Information Technology • Insurance • Software
Leads technical direction for scalable, secure, resilient software platforms while remaining hands-on with architecture, implementation, prototyping, debugging, and complex engineering problems. Modernizes legacy systems toward cloud-native, API-first, and AI-enabled architectures; establishes engineering standards; improves automation, testing, observability, and developer productivity; and mentors senior technical leaders across teams.
Top Skills:
.NetAi AgentsAngularAPIsAWSC#Ci/CdDevsecopsDockerEc2EcsEksJavaJavaScriptKubernetesLlmsNode.jsOraclePostgresPythonReactRetrieval-Augmented GenerationSQLSQL Server
Aerospace • Hardware • Robotics • Software
Build Revel’s security program from the ground up, securing its product, infrastructure, cloud, on-premises, hardware-integrated environments, and software delivery pipelines. Responsibilities include threat modeling, security architecture, Infrastructure as Code, detection and incident response, vulnerability management, compliance with ITAR/NIST/CUI/CMMC requirements, customer security reviews, and security enablement. The role will establish foundational processes and may eventually lead a growing security team.
Top Skills:
AWSAws CdkAws GovcloudAzure GovernmentCi/CdCmmcCrowdstrikeCuiDisa StigsDockerEdrFedrampGoInfrastructure As CodeItarKubernetesLinuxNist 800-171Nist 800-53PantherPythonRmfRustSentineloneSIEMSplunkTerraform
Artificial Intelligence • Cloud • Computer Vision • Hardware • Internet of Things • Software
Leads a team of approximately eight Account Executives serving mid-market organizations. Responsibilities include coaching sales strategy, reviewing pipelines, achieving quarterly targets, hiring and onboarding, professional development, forecasting, training content creation, cross-functional problem-solving, and fostering an inclusive, high-performing sales culture.
Top Skills:
GongInternet Of Things (Iot)SalesloftSFDC
What you need to know about the Colorado Tech Scene
With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.
Key Facts About Colorado Tech
- Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
- Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
- Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
- Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute
