About the role
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.
