Job Description

Note: this is not a remote job and non-local applicants will not be considered.

Overview

As a primary point of contact for our global user base, the Technical Support Specialist is responsible for helping with any and all questions about Pingman Tools products and services. Helping customers involves everything from connecting them with documentation, to fulfilling orders, to helping our product team troubleshoot bugs and test new builds. You're probably a good fit for the job if you enjoy helping others, you love learning new things, and you're ready to work in a fast-paced, small-team environment.

Pingman Tools is a small team following a hybrid schedule in our BoDo office with some in-office and remote days. We're on a mission to make network troubleshooting suck less and have been recognized as both Boise's small business of the year (2018) and one of the area's top startup companies (2019). Our flagship product is PingPlotter, the internet's favorite way to see the network. We're building the next evolution of our product line and need a quick, energetic, and enjoyable person to help support our growing customer base.

Responsibilities & duties

Communicating with customers via email, phone, and Zoom to answer questions, provide guidance, and resolve issues Interpreting PingPlotter data to help customers identify and diagnose potential network problems Quality assurance testing to ensure quality standards are met Propose measures to correct or improve the product Growing your skills in a way that helps you and your team continually improve Aid in the expansion of our valued customer relationships Supporting our Sales team, executing tasks such as quote creation, invoicing, order fulfillment, and onboarding

Qualifications

2+ years in technical support with demonstrated networking troubleshooting experience 2+ years experience in a technical support role or related field Familiarity with TCP/IP, DNS, routing, and traceroute concepts Experience reading and interpreting network diagnostic tools Understanding of latency, packet loss, and jitter Exceptional communication and problem-solving skills Drive to help customers with problems and make their day better in the process Ability to work independently, "own" your outcomes, and feel okay about learning from your mistakes along the way Desire to receive feedback and grow personally, organizationally, and technically Enjoy working hard and celebrating wins with a team of individuals as dedicated as you
If you think you could help us out, we'd love to meet you. Please apply for the job and we can get to know each other better from there!

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits:

Dental insurance Flexible schedule Health insurance Paid time off Vision insurance
Application Question(s):

Describe a time when you helped diagnose a technical or network-related issue. What tools did you use and what was the outcome? (Minimum 100 words)
Experience:

networking troubleshooting: 2 years (Required)
Location:

Boise, ID 83702 (Required)
Work Location: Hybrid remote in Boise, ID 83702