Job description

Full-Time Tier 1 Technical Support Representative

Job Description

As a Tier 1 Technical Support Representative for an internet service provider, your primary responsibility will be assisting callers with technical issues such as resetting passwords, troubleshooting modems and equipment, diagnosing connectivity problems, and providing step-by-step resolutions. You will work with customers to ensure their internet services function optimally, following troubleshooting scripts and escalation protocols when necessary.

When this account is not busy, you will handle blended customer service calls for multiple other accounts. These calls range from 2-3 minutes to 30 minutes, depending on the complexity of the account. Your responsibilities will include message taking, order placement, appointment scheduling, troubleshooting, and managing sensitive information—all guided by structured processes to ensure accuracy and success.

We emphasize strong customer service, accuracy, and dependability, with daily monitoring of tone, notes, and overall performance. Most days involve a high call volume, requiring focus and efficiency.

While some accounts have minimal interaction, others demand in-depth troubleshooting or handling of sensitive content. You will receive live support and guidance to remain effective and confident in every interaction.

Required Technical Qualifications

We do not provide equipment. A Windows-based laptop or desktop is required.
- Dual Screens and a High-Quality Headset
- No Macs, Chromebooks, Tablets or iPads
- Computer must have at least 8GB of RAM, preferably 16GB or higher
Strong technical, and problem-solving skills, technical support experience
Experience with ZenDesk
Hardwire Connection to the Internet (No WiFi)
- Minimum download speed: 20mbps (Verify at www.SpeedTest.net)
- Minimum upload speed: 10mbps (Verify at www.SpeedTest.net)
- Cannot have any Mobile Hotspot or Satellite Internet Providers
Exceptional customer service skills with a focus on professionalism and tone
Strong written and verbal communication skills
Experience handling high call volumes and troubleshooting customer inquiries

Additional Qualifications

A+ Certification is a significant plus, but is not required
Successful completion of a mandatory background check
A quiet, dedicated workspace free from background noise (e.g., kids, pets, traffic, doorbells, TVs, radios)

Availability

Schedule: 24/7 Availability - We support these accounts 7 days a week, and weekend work is likely. All times/schedules are posted in Pacific Standard Time.
Must be available for orientation at 7:00 am and weekday training sessions starting as early as 6:00 am Pacific Standard Time.

Compensation and Benefits

Pay Rate: Starting at $14.00 - $15.00/hr. This role includes a tiered structure to advance and earn raises as you complete training for progressively more complex accounts.
Full-Time Employee Benefits:
- Medical, dental, and vision coverage.
- Retirement benefits with company match.
- Sick time and personal paid time off.
- Quarterly perfect attendance bonus.