Remote locations may be available in the following states:
Washington, California, Colorado, Florida, Illinois.
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.
Cisco (CCENT) and Juniper (JNCP) certifications.
Advanced troubleshooting skills related to routers, switches and hubs, and streaming devices.
Ability to speak in Spanish fluently.
About the job
“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.
(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.
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.
Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google's EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.