Technical Support Representative
Core
Resolve complex customer service issues, provision voice and data services, and troubleshoot network performance for residential and business customers.
Role type
Technical Support Representative (Telecommunications/ISP)
Builds
Voice and data service provisioning, customer account updates, and network performance adjustments
Domain
Telecommunications / Fiber Broadband
Required skills
Networking principles, troubleshooting, voice service support, data service provisioning, dispatch software, billing and provisioning systems, fiber internet knowledge, network equipment familiarity, customer service software proficiency
Preferred skills
Associate degree, telecommunications or ISP industry experience, fiber technology knowledge, customer service or technical support certification, CompTIA Network+, CCNA
Technologies
Cloud Support Network LAN Calix Cloud
Responsibilities
Resolve complex customer service issues through digital channels; provision voice and data services and process phone number porting; accept and update customer orders; schedule installations and service calls; diagnose and troubleshoot technical problems using networking principles; manage daily work tickets and escalations; use telemetry tools to troubleshoot network performance and adjust configurations; coordinate with engineering and customer service teams; proactively contact customers regarding service concerns and feedback
Seniority
Mid-level, hands-on IC