Kevin has spent most of his career revolutionizing the high speed internet access experience for consumers and businesses. He has received more than 20 U.S. patents and his team developed the core technology behind the award-winning line of 2Wire HomePortal devices deployed by AT&T/U-verse and other major phone companies. Kevin has a passion for making new technology accessible, easy-to-use, and affordable on a mass scale.
George is a pioneer in developing patented technology and software products that enable Telecom Service Providers to increase the data rate and reliability of high speed internet access lines. Through his work at ASSIA, George led the development of products currently used by Telcos for managing over 80 million broadband subscriber lines around the world. George is now driven to bring reliable, fixed wireless internet access to Sail customers.
Jeremy has extensive experience leading engineering teams and improving the networks of top-tier carriers and ISPs worldwide. He brings this expertise to the Sail team including broadband-related software and hardware development, product installation, and support. Jeremy is focused on customer satisfaction through advanced technology and quality assurance. He is actively involved in Sail Internet from the ground up and is focused on bringing a better internet experience to Sail customers.
We’re always looking for great people to join us.
Job Overview The Technical Support Representative provides concierge-level, white glove support for our customers. S/he responds to incoming support inquiries via phone, email or chat to troubleshoot and resolve customer facing technical issues impacting their Sail Internet service within SLA's. Support is a key differentiator for Sail. The Technical Support Representative is responsible for overall customer experience with our internet products. S/he understands how critical it is when a customer is having internet problems and the importance of troubleshooting issues in a timely manner. The position works closely with other cross-functional departments like Sales, Operations, Engineering and Marketing. The person in the role will thrive with strong technical aptitude, having a sense of urgency, and ability to multi-task. Our ideal Technical Support Representative is patient and understands that every interaction with a customer is an opportunity to make a positive difference by providing an exceptional experience. S/he works well in a virtual team environment, is capable of handling multiple tasks at once, and adapts well to change and high-pressure deadlines. S/he must possess a high level of accuracy and attention to detail, a positive attitude, as well as stellar organizational and creative problem-solving skills. Responsibilities and Duties " Provide a full range of customer service for Sail Internet products in a prompt, efficient and professional manner " Able to troubleshoot and resolve issues or escalate appropriately " Take initiative to ask probing questions to identify source of issues and to apply the appropriate interactive troubleshooting process " Understand customer needs/issues and recommends appropriate solutions " Able to use monitoring and diagnostics data to determine causes of failure and to identify and resolve source of issue " Maintain accurate ticket updates in Zendesk ticketing system " Become familiar with support articles to refer customers to appropriate solution and suggests new articles to add to the repository " Engage operations and schedule truck rolls/field visits as deemed necessary " Achieve monthly goals and provide reporting against metrics " Answer incoming customer calls and assist with customer service " Handle billing questions and updates as required " Provide outstanding customer service, troubleshoot and resolve service and minor technical problems for customers by asking appropriate questions " Remain abreast of new products and technology " Participate in after-hours emergencies that require customer interaction " Conduct onsite service calls/prem tech as warranted " Other responsibilities and duties as assigned Qualifications " Bachelor's degree preferred " Minimum 5 years of technical support " Strong technical aptitude " Effective customer communication skills " Demonstrated ability to quickly establish customer rapport " Strong ability to multi-task and thrive in a fast-paced environment " Excellent interpersonal skills and ability to work effectively with cross-functional teams " Self-motivated and takes initiative with little direction " Familiarity with tools like Slack, Zendesk, Trello, and Copper " Knowledgeable about WISP " Eligibility to work in the United States