Tier 1 Technical Support Representative (In Office)
Job Description
Job Description
Its fun to work in a company where people truly BELIEVE in what they are doing! Were committed to bringing passion and customer focus to the business. As a Technical Support Account Associate (Tier 1) , you will serve as the first point of contact for customers of a leading telecommunications provider. You will receive inbound calls from customers experiencing internet service-related interruptions. This role is responsible for basic technical troubleshooting, billing education, service upgrades, and general customer service support while delivering a positive and professional customer experience. Tier 1 associates focus on issue identification, resolution using established tools and procedures, and escalation when appropriate. This role is located onsite in Morrow, GA. What youll get- Competitive hourly base pay + bonus opportunities after training
- Full health benefits (Medical, Dental, Vision)
- Cell phone benefits ($25/month per line; restrictions may apply)
- Referral for Life Program™ and abundant advancement opportunities
- High School Diploma or equivalent required
- 1 - 2 years minimum previous customer service call center experience
- 1+ years of previous tech support experience preferred
- Ability to type 35 WPM with 90% accuracy or higher
- Open availability to work any time within our operating hours outlined below
- Monday-Sunday, 8:00 a.m.-8:00 p.m. EST
- 4 weeks, typically Tuesday - Saturday, 8:00 a.m.-5:00 p.m. EST (subject to change based on business needs)
- Attendance: 100% required
- Receive inbound calls from customers experiencing service interruptions or technical issues
- Perform basic troubleshooting for common internet and usage-related issues
- Diagnose issues using approved tools, scripts, and troubleshooting procedures
- Create, update, and manage trouble tickets in the ticketing system
- Escalate unresolved or complex issues to appropriate internal teams following standard processes
- Provide exceptional customer service with a customer-first mindset
- Educate customers on product features, service functionality, and common troubleshooting steps
- Assist customers with service upgrades, changes, and general account inquiries
- Respond to customer questions via phone and/or electronic communication channels
- Explain billing statements, charges, adjustments, and payment activity
- Educate customers on billing processes and available payment options
- Resolve basic billing-related inquiries or route appropriately when needed
- Accurately document customer interactions and resolutions
- Enter, test, update, close, or cancel tickets per company procedures
- Navigate multiple systems and applications simultaneously
- Maintain awareness of service outages and customer-impacting events
- Professional demeanor and strong interpersonal skills
- Ability to diagnose and resolve basic hardware, software, and network issues
- Ability to gather accurate information, respond effectively, and adapt to customer needs
- Logical thinking and structured issue resolution
- Ability to manage multiple interactions and meet SLAs
- Effective probing and listening skills to identify customer needs
- Strong verbal communication skills
- Working knowledge of computers and MS Windows
- Willingness to learn new systems, tools, and processes in a fast-paced environment
- Ability to navigate multiple screens and systems simultaneously
- Strong multitasking and attention to detail
- Minimum typing speed of 35 WPM with 90% accuracy or higher
- Ability to follow direction, accept coaching, and apply feedback
- Ability to work in a 24/7 call center environment , including evenings, weekends, and holidays
- Fast-paced, customer-facing role requiring sustained phone and system use