Part-time Overnight (ET) Weekend Customer Support Representative

Hi there! Thanks for taking the time to check out our job listing!

About Us

Honest Networks is a startup internet service provider based in NYC serving residential and commercial customers in the New York, New Jersey, and Connecticut area.

We're looking for a support representative to cover the Eastern Time (NY) overnight customer support shifts: Friday 11:00pm to Saturday 9:00am and Saturday 11:00pm to Sunday 9:00am.

We are very passionate about our mission: providing an alternative to the pseudo-monopolies that dominate the ISP industry. We offer affordable, high-speed internet, but what makes us truly stand apart is our customer service. We take customer service very seriously, so we're looking for a candidate that we can trust will take excellent care of our subscribers.

Role Overview

You will be providing customer support to existing subscribers and communicating with prospective subscribers. You will be communicating over phone, email, text, and live chat, and must respond quickly and professionally to all requests. The call volume for this shift is very low, but you will need to be quick to respond whenever someone reaches out.

Common Tasks

• Answering questions about our service from people interested in our service
• Troubleshooting and solving issues reported by subscribers
• Managing billing for existing subscribers
• Updating support documentation and training materials
• Occasional miscellaneous administrative and/or data entry tasks

Requirements

Candidates should possess the following attributes:

• Superlative spoken and written communication skills
• Friendly, compassionate, and patient with customers
• Calm under pressure
• Quick and eager to learn
• Extremely well-organized

While not required, we have a strong preference for candidates with experience with troubleshooting internet connectivity issues (particularly wifi), internet-connected devices (e.g. printers, IoT), video conferencing/streaming services (e.g. Zoom, Netflix), VPNs, and general tech-savviness.

Hours

This is a part-time position (20 hours per week); the hours below are in Eastern Time:

• Friday 11:00pm to Saturday 9:00am
• Saturday 11:00pm to Sunday 9:00am

Opportunities for Growth

We strongly prefer promoting from within when new opportunities arise. As part of a fast-growing company, the individual hired for this role may have opportunities to advance within the company in the future.

One More Thing...

We receive a lot of applications when posting jobs and we find that many applicants apply without thoroughly reading the post. Because of this, we do require a cover letter. In your cover letter, you must answer the following question for your application to be considered:

According to www.honest.net, how much does Honest charge for Home Gigabit service?

(This isn’t a trick question; it’s easy to find on our website. We just want to make sure applicants are truly interested in this position.)

Benefits

• Initial starting salary of $19-22/hr, based on experience and skill set.
• Vacation and sick leave PTO
• As a part-time position, this role is not eligible for healthcare or 401(k) benefits
• Skill/learning opportunities, including network engineering & NOC duties as customer support duties are mastered
• Potential opportunities for advancement or increased hours, including opportunity for full-time role if desired,