Customer Experience & Network Support Specialist

Hunter Communications; Central Point (OR); On-site; USD 25,000 - 33,000; Full time

Benefits offered by this job

Medical, dental, vision

Life insurance

401k with employer match

Paid vacation and holidays

Job summary

Hunter Communications is hiring a Customer Support Representative to serve as the voice of the company, helping customers stay connected and resolve technical issues. This role handles Tier 1 and some Tier 2 tasks, including troubleshooting, documenting interactions, and coordinating on-site technician visits.

Ideal candidates have experience in an ISP or tech support environment, strong communication skills, and a willingness to learn.

Qualifications

• Experience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environment.
• Call center experience or equivalent customer-facing support background.
• Comfortable troubleshooting internet, networking, and equipment issues over the phone.
• Strong communication skills — able to translate technical concepts into simple, clear language for customers.
• Reliable, punctual, and able to be live and ready to assist customers at the start of every shift.

Responsibilities

• Serve as the first point of contact for inbound customer calls, chats, and tickets.
• Identify and troubleshoot basic internet connectivity issues — slow speeds, dropped connections, equipment reboots, and Wi‑Fi setup.
• Verify service outages, check account status, and guide customers through power cycling and device reconnection.
• Confirm SSIDs, passwords, and proper modem/router connections.
• Schedule technician appointments for issues requiring an on-site visit.
• Document all interactions thoroughly in the account system after every call.
• Escalate complex issues to Tier 2 with a detailed handoff if unsolvable.
• Handle escalated and complex technical issues that go beyond Tier 1 scope.
• Coordinate with field technicians and cross‑functional teams for on-site resolution.

Skills

Customer support

Networking basics

Troubleshooting

Call center

Education

High School Diploma or GED

Tools

CRM software

Job description

Hunter Communications is hiring a Customer Support Representative to serve as the voice of the company, helping customers stay connected and resolve technical issues. This role handles Tier 1 and some Tier 2 tasks, including troubleshooting, documenting interactions, and coordinating on-site technician visits.

Ideal candidates have experience in an ISP or tech support environment, strong communication skills, and a willingness to learn.