RealPage
Help Desk Coordinator II
RealPage, Richardson, Texas, United States, 75080
As a Help Desk Coordinator II, you will play a pivotal role in delivering top-tier support and ensuring a seamless experience for our customers.Your expertise will be instrumental in guiding our customers through troubleshooting steps for their network issues, addressing internet-related concerns on customers' devices, and effectively resolving network equipment issues.
PRIMARY RESPONSIBILITIES
Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.Conduct remote troubleshooting for network-related problems.Identify access points and evaluate their functionality, including heartbeats and the number of users.Determine the necessity of rebooting wireless access points to resolve connection issues.Utilize MAC addresses to ascertain the connection status of devices.Resolve cable and video-related issues.Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.Rectify video and programming problems on Dish Smart Boxes.Handle matters escalated from property staff.Perform other duties as assigned.REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Possession of a High School Diploma or GED.Proficiency in network and wireless troubleshooting.More than 2 years of experience in customer service.Over 1 year of technical support experience.Strong written and oral communication skills.Exceptional telephone etiquette.Detailed documentation capabilities.Strong technical troubleshooting skillsExceptional problem-solving abilitiesA genuine passion for helping othersEffective communication skillsA desire to be an integral part of a dynamic and supportive teamFamiliarity with Ruckus, Juniper, and Cambium Access Points.Experience with Zendesk or another ticketing system.Previous work experience with an Internet Service Provider (ISP). #LI-REMOTE #LI-JL1
PRIMARY RESPONSIBILITIES
Address network, device (e.g., laptops, cell phones, tablets, TVs, game consoles), and equipment issues, resolving them effectively.Accurately assess whether Tier I support tickets should be dispatched or escalated to Tier III for additional assistance.Conduct remote troubleshooting for network-related problems.Identify access points and evaluate their functionality, including heartbeats and the number of users.Determine the necessity of rebooting wireless access points to resolve connection issues.Utilize MAC addresses to ascertain the connection status of devices.Resolve cable and video-related issues.Reboot POE injectors, wireless access points, receiver racks, and other devices managed by the remote power controller.Rectify video and programming problems on Dish Smart Boxes.Handle matters escalated from property staff.Perform other duties as assigned.REQUIRED KNOWLEDGE/SKILLS/ABILITIES
Possession of a High School Diploma or GED.Proficiency in network and wireless troubleshooting.More than 2 years of experience in customer service.Over 1 year of technical support experience.Strong written and oral communication skills.Exceptional telephone etiquette.Detailed documentation capabilities.Strong technical troubleshooting skillsExceptional problem-solving abilitiesA genuine passion for helping othersEffective communication skillsA desire to be an integral part of a dynamic and supportive teamFamiliarity with Ruckus, Juniper, and Cambium Access Points.Experience with Zendesk or another ticketing system.Previous work experience with an Internet Service Provider (ISP). #LI-REMOTE #LI-JL1