Fiber Support Specialist — Customer Care & Connectivity

Novosfiber; Dallas (TX); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Vibrant work environment

Competitive salary and benefits

Professional development opportunities

Meaningful community impact

Job summary

Novos Fiber is seeking a Tier 1 Customer Support Representative to be the first contact for customers, handling service inquiries, account assistance, and frontline technical support.

The role includes basic troubleshooting of fiber internet and Wi‑Fi, using internal systems to diagnose issues and escalate complex tech problems to Tier 2 when needed. Must communicate clearly and maintain thorough documentation.

Qualifications

• Previous customer service, call center, helpdesk, telecommunications, or technical support experience preferred.

Responsibilities

• Provide professional and responsive support to customers by phone, email, ticket, and other supported channels.
• Assist customers with billing questions, account information, service changes, payments, and other general account needs.
• Perform frontline troubleshooting for internet connectivity, Wi‑Fi, and customer‑premise equipment.
• Review ONT status, Wi‑Fi performance, optical levels, and other information to diagnose issues.
• Reboot ONTs, gateways, and Wi‑Fi equipment and perform other remote troubleshooting activities.
• Assist customers with Wi‑Fi settings, including SSID and password changes and basic connectivity troubleshooting.
• Verify physical connections and guide customers through troubleshooting steps.
• Identify customers affected by known network incidents and provide outage/restoration information.
• Determine when escalation to Tier 2 or field support is required and document it well.
• Create and maintain accurate tickets, notes, and resolution information.
• Follow established procedures for troubleshooting, escalation, verification, credits, and account management.
• Take ownership of customer issues and aim for resolution rather than unnecessary transfers.
• Communicate technical information clearly to customers of all levels.
• Identify recurring issues and escalate trends that indicate broader problems.
• Maintain working knowledge of Novos Fiber products, services, equipment, and support procedures.
• Participate in ongoing training as the Tier 1 function expands.

Skills

Customer service

Problem solving

Communication

Multitasking

Technical troubleshooting

Documentation

Learning mindset

Organizational skills

Job description

Novos Fiber is seeking a Tier 1 Customer Support Representative to be the first contact for customers, handling service inquiries, account assistance, and frontline technical support.

The role includes basic troubleshooting of fiber internet and Wi‑Fi, using internal systems to diagnose issues and escalate complex tech problems to Tier 2 when needed. Must communicate clearly and maintain thorough documentation.