Fiber Internet Support Specialist — Tier 1

NOVOS FiBER; Dallas, Northern (TX, KY); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Community impact

Job summary

NOVOS FiBER is seeking a Tier 1 Customer Support Representative in Dallas to be the first point of contact for customers, delivering courteous service, account help, and basic technical support for fiber internet and Wi‑Fi.

Responsibilities include front-line troubleshooting, using network tools to diagnose issues, handling outages, and escalating complex problems to Tier 2 when needed.

Qualifications

• Experience in customer service, helpdesk, or call center preferred.
• Strong problem-solving and communication skills.
• Able to learn multiple software and technical-support platforms.
• Basic understanding of home networking, Wi-Fi, and internet connectivity.
• Able to document work accurately and follow procedures.

Responsibilities

• Provide professional and responsive support by phone, email, ticket, and other channels.
• Assist customers with billing questions, service changes, and account needs.
• Perform frontline troubleshooting for internet connectivity, Wi-Fi, and customer-premise equipment.
• Use systems to review ONT status, Wi-Fi performance, and other diagnostic data.
• Reboot ONTs, gateways, and Wi-Fi equipment and perform remote troubleshooting.
• Assist with Wi-Fi settings and password changes.
• Verify physical connections and guide customers through troubleshooting.
• Identify customers affected by known outages and provide outage info.
• Determine when to escalate to Tier 2 or field support.
• Create and maintain accurate tickets and notes.
• Follow procedures for troubleshooting, escalation, and verification.
• Take ownership of issues and avoid unnecessary transfers.
• Communicate technical information clearly to customers.
• Identify recurring issues and escalate trends.
• Maintain knowledge of Novos Fiber products and support procedures.
• Participate in ongoing training.
• Maintain professional customer-focused approach.
• Perform other duties as assigned.

Skills

Customer service

Problem-solving

Communication

Technical aptitude

Learning ability

Multitasking

Tools

Ticketing system

Network-management tools

Job description

NOVOS FiBER is seeking a Tier 1 Customer Support Representative in Dallas to be the first point of contact for customers, delivering courteous service, account help, and basic technical support for fiber internet and Wi‑Fi.

Responsibilities include front-line troubleshooting, using network tools to diagnose issues, handling outages, and escalating complex problems to Tier 2 when needed.