Tech Support Team Lead

Here at GoNetspeed, we believe in the power of connectivity. We believe that life doesn’t wait for us to catch up. We believe that providing the fastest and most reliable Internet to the communities we serve means committing to the present and building for the future.

And we believe that our amazing team of employees are the key to our future and vision of connecting communities for today and for whatever comes next. If this excites you, come and join our team.

The Tech Support Team Lead is responsible for monitoring the day-to-day operations and functions of the Technical Support team. The Team Lead is responsible for enforcing policies and procedures to support our customer as well as our employees most effectively.  

Essential Job Functions: 

Ensures proper trouble ticket process flow including opening, closing, updating, and routing in a timely and accurate manner.

Ensures troubleshooting skills are documented, trained, and enforced.

Mentors, coaches and provide training to new and existing employees to broaden their knowledge base and advance their troubleshooting skills.

Answers calls during high call volume periods. 

Handles first level customer escalations.

*These tasks do not meet the Americans with Disabilities Act definition of essential job functions and are usually less than 5% of time spent.  However, these tasks still constitute important performance aspects of the job. 

Knowledge, Skills, and Abilities:                              

Knowledge of company products and services.

Knowledge of company policies and procedures.

Skill in and ability to follow oral and written communication.

Skill in identifying problems and resolutions.

Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner.

Education and Experience:   

High school diploma required, 2 or 4 year degree preferred. A minimum of five years of technical telephone utility and internet experience is desired. Supervisory or management experience in a technical support environment highly preferred 

GoNetspeed is an equal opportunity employer and does not discriminate on the basis of age, sex, gender identity, color, race, creed, national origin, religious persuasion, marital status, political belief, or disability.

Thank you for choosing GoNetspeed as your potential next employer! We know you have other options when selecting an employer of choice and are so glad you chose to apply with us.