Customer Support & Account Specialist

SUMOFIBER; Bountiful (UT); On-site; USD 45,000 - 65,000; Full time

Job summary

Sumo Fiber is seeking a customer-focused Customer Support & Account Specialist to support residential customers on our open access fiber network. This role serves as the first point of contact for customers, handling inbound calls, account inquiries, billing questions, service changes, basic troubleshooting, and retention efforts.

You will create, update, and manage customer accounts, assist with service activations, educate customers on plans, and contribute to retention while maintaining

Qualifications

• 2-3 years of customer service experience.
• Telecommunications, internet service provider (ISP), broadband, or fiber industry experience preferred.
• Experience supporting residential customers in a call center, technical support, or customer service environment.
• Strong troubleshooting and problem-solving skills.
• Familiarity with CRM, billing, ticketing, and customer account management systems.
• Ability to explain technical concepts to non-technical customers.
• Excellent verbal and written communication skills.
• Ability to multitask and manage multiple customer interactions effectively.
• High school diploma or equivalent required; additional technical training is a plus.

Responsibilities

• Answer inbound customer calls, emails, and support requests in a professional and timely manner.
• Provide Level 1 technical support for residential internet services, including basic troubleshooting of connectivity, Wi-Fi, equipment, and service-related issues.
• Create, update, and manage customer accounts and service orders within company systems.
• Process new service requests, account modifications, transfers, upgrades, downgrades, and cancellations.
• Assist customers with billing inquiries, payment processing, account balances, and service explanations.
• Support customer retention efforts by identifying customer needs and presenting appropriate solutions, plans, and service options.
• Maintain accurate customer records and document all customer interactions, service requests, and trouble tickets.
• Escalate complex technical or billing issues to appropriate departments while maintaining ownership of the customer experience.
• Maintain strong knowledge of company products, services, pricing plans, promotions, and open access network offerings.
• Stay informed on industry trends, fiber broadband technologies, and competitive service offerings.
• Assist with service activation, provisioning coordination, and customer onboarding processes.
• Support residential sales objectives through customer education, service upgrades, and value-added recommendations when appropriate.
• Query and update account information in customer management and support systems.
• Participate in company training programs and ongoing professional development.
• Represent Sumo Fiber professionally in all customer interactions and community engagements.

Skills

Customer service

Telecom experience

CRM software

Troubleshooting

Communication

Education

High school diploma

Tools

Billing systems

Ticketing systems

Job description

Sumo Fiber is seeking a customer-focused Customer Support & Account Specialist to support residential customers on our open access fiber network. This role serves as the first point of contact for customers, handling inbound calls, account inquiries, billing questions, service changes, basic troubleshooting, and retention efforts. The ideal candidate has telecommunications experience, strong communication skills, and a passion for delivering exceptional customer service.

Responsibilities

• Answer inbound customer calls, emails, and support requests in a professional and timely manner.
• Provide Level 1 technical support for residential internet services, including basic troubleshooting of connectivity, Wi‑Fi, equipment, and service‑related issues.
• Create, update, and manage customer accounts and service orders within company systems.
• Process new service requests, account modifications, transfers, upgrades, downgrades, and cancellations.
• Assist customers with billing inquiries, payment processing, account balances, and service explanations.
• Support customer retention efforts by identifying customer needs and presenting appropriate solutions, plans, and service options.
• Maintain accurate customer records and document all customer interactions, service requests, and trouble tickets.
• Escalate complex technical or billing issues to appropriate departments while maintaining ownership of the customer experience.
• Maintain strong knowledge of company products, services, pricing plans, promotions, and open access network offerings.
• Stay informed on industry trends, fiber broadband technologies, and competitive service offerings.
• Assist with service activation, provisioning coordination, and customer onboarding processes.
• Support residential sales objectives through customer education, service upgrades, and value‑added recommendations when appropriate.
• Query and update account information in customer management and support systems.
• Participate in company training programs and ongoing professional development.
• Represent Sumo Fiber professionally in all customer interactions and community engagements.

Qualifications

• 2-3 years of customer service experience required.
• Telecommunications, internet service provider (ISP), broadband, or fiber industry experience preferred.
• Experience supporting residential customers in a call center, technical support, or customer service environment.
• Strong troubleshooting and problem‑solving skills.
• Familiarity with CRM, billing, ticketing, and customer account management systems.
• Ability to explain technical concepts to non-technical customers.
• Excellent verbal and written communication skills.
• Ability to multitask and manage multiple customer interactions effectively.
• Strong attention to detail and documentation practices.
• High school diploma or equivalent required; additional technical training is a plus.

Preferred Experience

• Fiber internet, broadband, VoIP, or telecommunications support experience.
• Experience with residential billing, account management, service provisioning, and customer retention.
• Knowledge of Wi‑Fi networking, routers, ONTs, and common residential internet equipment.
• Experience working in an open access fiber network environment is a plus.

Success Measures

• Customer satisfaction scores (CSAT)
• First-call resolution rate
• Service-level agreement (SLA) compliance
• Customer retention performance
• Accuracy of account management and documentation
• Quality assurance and call handling metrics