“My internet is too fast!” … said no one, ever. Google Fiber’s mission is to deliver abundant, reliable internet on networks that are always fast and open. On our team, you’ll work in a fast-paced environment that’s challenging the status quo in the broadband industry. Webpass is a business unit within Google Fiber that leverages point-to-point wireless technologies to deliver high-speed broadband services to residents in apartment and condo buildings, as well as small businesses. Webpass Customer Support is focused on customer and technical support to residential and commercial customers, across all Webpass markets. In this role, you will provide support across multiple platforms and resolve customer issues. This position requires evening and weekend work schedules.

Additional Information
(Colorado only*) Minimum salary of $50,000 + bonus + benefits.
*Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.

Responsibilities

• Leverage foundational internet industry knowledge and basic understanding of Webpass to complete essential technical support tasks for residential and commercial customers across multiple platforms (i.e. phone, email, and Webpass ticketing system).
• Answer technical and non-technical questions related to a customer’s service, resolves issues, completes customer transactions (sign-ups, payment, scheduling) over the phone, and escalates issues to the network engineer team.
• Cultivate and maintain a sense of teamwork and community.

Minimum qualifications:

• Bachelor's degree in Computer Science or related technical field or equivalent practical experience.
• 2 years of experience in a customer-facing role, technical support or data analyst.
• Experience working with home networking equipment, WiFi routers, switches, VoIP devices, and streaming devices.

Preferred qualifications:

• Cisco (CCENT) and Juniper (JNCP) certifications.
• Advanced troubleshooting skills related to routers, switches and hubs, and streaming devices.
• Ability to speak in Spanish fluently.