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
Wireless Field Technician
Job Overview The primary responsibilities for the Wireless Field Technician include performing site surveys at residential and business rooftops to determine service availability, and to install the equipment and cabling both on the rooftop and in the buildings. This includes configuring radios, antennas, and routers. This position also requires working at hub relays to perform service, maintenance, and installation of equipment. The Wireless Field Technician is the face of the company with our customers and providing great customer experiences differentiates Sail from the competition. This is an outside field position that involves a lot of communication with customers, support staff, and company engineers for successful surveys, installations, and maintenance of fixed-wireless technologies. Our ideal Wireless Field Technician 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 field 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 technical and installation skills. Responsibilities and Duties " Independently perform rooftop surveys and complete field installations of fixed-wireless radios " Ability to comfortably, safely and effectively work at elevated heights up to 45 feet by climbing up a 40 ft. ladder " Install various types of roof mounts, including tripods and non-penetrating roof mounts " Install cabling and conduit (run and terminate cables, including Cat6, power, and fiber) " Mount and aim microwave radios " Respond to service calls and perform high-level troubleshooting for wireless radios, and physical hardware/cabling issues " Professional and effective communication skills with clients and internal employees " Professional and courteous behavior at all times Qualifications " High School Diploma or GED required " Possess a valid driver’s license " Minimum of 2-years field installation/service experience with a satellite or cable company preferred " Strong customer service skills " Professional communication skills " Self-motivated, detail-oriented, and organized " Basic computer skills and comfortable operating electronic devices " Understanding of electronics, computers and routers with a mechanical aptitude and troubleshooting skills " Availability for a flexible work schedule (weekends, holidays, evenings) " Effectively work on jobs independently with minimum supervision " Accomplish multiple tasks where only limited standardization exists " Knowledge and experience with construction techniques, networks and telecommunication issues " Effective English communication, interpersonal, and organizational skills. " Proficient in the operation of a cell phone, laptop, and related applications such as email clients, and web browsers " Knowledgeable in configuring a variety of residential routers " Ability to safely climb and descend 40 ft. ladders " Must comply with OSHA and other safety-related weight limit requirements for ladders and bucket trucks " Knowledgeable about and prior work experience in a similar role at WISP " At least 18 years of age and eligibility to work in the United States Physical Demands " Comfortable climbing up residential buildings using a 40 ft. ladder and working at heights of up to 45 ft (3-story buildings) " Able to work safely from a ladder rated for maximum working load of 300 lbs including all tools and equipment " Comfortable working in crawlspaces and attics " Comfortable working outdoors in all types of weather throughout the year " Must be able to lift up to 75 lbs on a regular basis