Customer Tech Support Pro – Fiber Internet & Wi‑Fi

IQ Fiber; Jacksonville (FL); Presencial; USD 42 000 - 56 000; Tempo integral

Resumo da oferta

IQ Fiber seeks a Customer Technical Support Representative to provide frontline technical assistance for customers in our Jacksonville office. You will troubleshoot internet and home Wi‑Fi, assist with new service requests, installations, and billing questions, and maintain strong customer relationships.

The role requires hands‑on problem solving, clear communication, and the ability to manage multiple channels (phone, chat, email).

Qualificações

• 2+ years of customer service experience, with at least 1 year in a contact center environment.
• 6+ months of experience troubleshooting basic network or Wi‑Fi issues preferred; strong technical aptitude.
• Pass a criminal background check.
• Excellent verbal and written communication skills with a positive phone demeanor.
• Willingness to work mandatory overtime to meet business needs.
• Experience with ticketing, CRM, billing, ordering, or scheduling systems; Microsoft Dynamics and Microsoft Office proficiency a plus.

Responsabilidades

• Serve as the first point of contact for all inbound customer contacts via phone, chat, and email.
• Process incoming orders for new installations, schedule appointments, and complete billing for services rendered.
• Provide technical troubleshooting for internet and Wi‑Fi connectivity issues.
• Document customer interactions by opening trouble tickets and recording actions taken and resolutions.
• Respond to escalations from customers and service technicians with timely updates.

Conhecimentos

Customer service

Technical troubleshooting

Communication

Problem solving

Multi-tasking

Formação académica

High School Diploma

Ferramentas

Microsoft Dynamics

Microsoft Office

CRM systems

Billing systems

Descrição da oferta de emprego

IQ Fiber seeks a Customer Technical Support Representative to provide frontline technical assistance for customers in our Jacksonville office. You will troubleshoot internet and home Wi‑Fi, assist with new service requests, installations, and billing questions, and maintain strong customer relationships.

The role requires hands‑on problem solving, clear communication, and the ability to manage multiple channels (phone, chat, email).