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Technical Support Specialist

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Job Details
Job Order Number
Company Name
Digital Network Access Communications Inc.
Physical Address
601 1st Avenue
Rochelle, IL 61068
Job Description

Customer service representatives help customers with complaints and questions, give customers information about products and services, take orders, and often assist customers with basic technical questions. By helping customers understand the product and answering questions about their reservations, they are sometimes seen as having a role in sales.
Customer Service Representative


DNA Communications has an immediate opening for a Customer Service Representative – what we call Happiness Engineer. Work will be performed from our ROCHELLE IL Office. This is NOT A REMOTE POSITION. This position includes benefits, paid vacation/holidays, Simple IRA with company match, and more. This is a full-time (40 hours per week) position.

Our goal is to build relationships based on trust, resulting in happy, passionate, loyal customers and collogues. We do this by listening to our customer’s needs and guiding them to the fullest use of the products we offer. We are looking for people wih the right mix of compassion, writing skills, and basic technical knowledge to get the job done.

In general, a typical day involves:

Being an active member of a team dedicated to providing support via live chat, tickets, one-on-one screen share sessions and telephone support. Helping people use DNA’s products including DSL, FiberOptic Internet, 3cX PBX Phone Systems and more Troubleshooting, investigating and creating detailed trouble tickets for every customer interaction where appropriate. Building a community of support by sharing knowledge and helping team members both in the field and our offices.

Skills and Responsibilities

Assist end users with WAN connection troubleshooting
Assist end users with LAN connection troubleshooting
Assist end users twith Email related issues
Assist end users with billing and customer service related issues
Schedule Technicians to Visit Customers should the need arise.
Additional Duties as required.


Some basic networking or IT experience preferred but we will train on the job. If you are a computer person this is a very easy laid back job. If you don’t know a lot about networking that’s okay, we can teach you! On-the-job Training is paid, and we are starting right away!


This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job requirements, management reserves the right to revise the job or to require that other or different tasks be performed as assigned. Please read the following requirements for background investigation prior to considering employment at DNA Communications.

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