Technical Support 1 - Remote - CA Only at Race… · Fontana

Location: Remote: California Only

Location Status: Work will be primarily performed remotely from home office 5 days per week. Employee may be required to utilize personal phone and internet services to perform telecommuting with reimbursement according to Race's telecommuting policy. Occasional travel to and work from other Race offices or off-site locations may be required.

100% Company-Paid Medical and Dental Benefits

Free Fiber Internet Service

Comp: $18-$22 USD per hour

Who We Are:

We're more than a fiber internet provider, we're your neighbors, committed to connecting California communities since 1994. At Race, relationships matter as much as speed. We combine cutting-edge technology with a genuine, people-first approach that makes every interaction feel personal. Our team operates like family: collaborative, supportive, and dedicated to making a real difference. When you join Race, you're not just accepting a job, you're becoming part of a team that values integrity, celebrates wins together and believes that meaningful work happens when great people connect with great purpose.

Position Impact:

Technical Support Representative 1 is an entry-level role responsible for providing prompt, professional, and efficient technical support to our customers. This position serves as the first point of contact for troubleshooting issues related to internet and phone services, ensuring a positive customer experience while resolving technical concerns.

Qualifications and Experience:

• Eligibility for US Employment without sponsorship

• Minimum of 18 years of age

• High School Diploma or GED or equivalent combination of education and experience is required

• Minimum of one year customer support experience and/or equivalent work environment is required

• Familiarity with CRM systems and practices preferred

• Basic understanding of networking concepts (e.g., IP addresses, routers, modems, Wi-Fi) preferred

• Familiarity with troubleshooting tools and remote diagnostics preferred

• Proficiency with customer management software (CRM systems) preferred

• Ability to type a minimum of 40 words per minute with accuracy

• Flexibility to work nights, weekends, holidays, and overtime as needed to ensure operational continuity and address critical business needs

• The ability to effectively communicate in English, including speaking, reading, writing, and comprehension, as necessary for effective job performance and workplace communication

• Proficiency in Spanish Language desirable

Skills:

• Proficient use of MS Office applications including Teams, Word, Excel, and PowerPoint; teleconferencing applications

• Functional use of common office equipment, computers, and office software

Essential Duties and Responsibilities:

Customer Support and Troubleshooting:

• Respond to incoming customer inquiries via phone, email, or chat regarding service issues, outages, or technical difficulties

• Diagnose and resolve basic technical problems related to internet connectivity, modem/router configuration, phone lines

• Walk customers through step-by-step instructions to resolve issues and provide clear, concise communication throughout the troubleshooting process

Documentation and Reporting:

• Accurately log customer interactions, issues, and resolutions in the company’s CRM system

• Escalate unresolved or complex technical issues to higher-level support teams while providing detailed documentation of the problem

Product Knowledge:

• Maintain a strong understanding of the company’s products, services, and equipment to provide accurate information and recommendations

• Stay up-to-date with new technology, service updates, and industry trends to effectively assist customers

Customer Education:

• Educate customers on how to use equipment and services effectively, ensuring they maximize the value of their telecommunications package

• Provide tips to improve internet speeds, optimize Wi-Fi coverage, and troubleshoot minor issues independently

Customer Experience Enhancement:

• Ensure all interactions reflect a professional and empathetic approach, maintaining a high standard of customer service

• Educate customers on product features, usage best practices, and self-service tools to enhance their experience

Collaboration:

• Work closely with other support team members, field technicians, and the network operations team to ensure quick resolution of technical issues

• Communicate service outages or network maintenance updates to customers and provide realistic timelines for resolution

Additional duties as required.

Why Join Our Team:

• Join a tight-knit crew—no faceless corporation vibes here
• Growth potential: promotions and new challenges are part of our DNA
• Competitive base salary
• Comprehensive Benefits Package: 100% company-paid medical and dental insurance (starting the 1st of the month following your start date), PTO (vacation, sick), 11 paid holidays, paid birthdays, 401k matching (4%)
• Free fiber internet service for all employees living in our service area
• A culture built on integrity, mutual respect, and a shared purpose

Call to Action:

Let's chat. If you're ready to move forward, click "Apply" below, our team can't wait to meet you.