Fiber Tier 1 Support Specialist

NOVOS FiBER; Dallas (TX); On-site; USD 36,000 - 54,000; Full time

Benefits offered by this job

Growth opportunities

Competitive salary

Supportive environment

Community impact

Job summary

Novos Fiber is seeking a Tier 1 Customer Support Representative in Dallas, TX. You will be the first point of contact, delivering friendly, professional service by phone, email, and ticketing systems, and performing frontline troubleshooting for fiber internet and Wi-Fi.

You'll resolve many issues at first contact, document interactions, escalate complex problems to Tier 2 as needed, and work with various tools to review ONT status, Wi-Fi performance, and account details while maintaining a

Qualifications

• Previous customer service or technical support experience preferred.
• Strong customer service and problem-solving skills.
• Comfortable using multiple software and support platforms.
• Basic understanding of home networking and Wi-Fi.
• Ability to document work clearly and follow procedures.

Responsibilities

• Provide professional support by phone, email, and tickets.
• Assist customers with billing questions and account changes.
• Perform frontline troubleshooting for connectivity and Wi-Fi.
• Review ONT status and Wi‑Fi performance to diagnose issues.
• Reboot devices and perform remote troubleshooting as approved.

Skills

Customer service

Problem solving

Communication skills

Tech-savvy

Multitasking

Job description

Novos Fiber is seeking a Tier 1 Customer Support Representative in Dallas, TX. You will be the first point of contact, delivering friendly, professional service by phone, email, and ticketing systems, and performing frontline troubleshooting for fiber internet and Wi-Fi.

You'll resolve many issues at first contact, document interactions, escalate complex problems to Tier 2 as needed, and work with various tools to review ONT status, Wi-Fi performance, and account details while maintaining a