Onsite Tier 1 Tech Support & Billing Associate

VXI; Morrow (GA); On-site; USD 20,664 - 30,307; Full time

Benefits offered by this job

Competitive hourly base pay + bonus

Full health benefits

Cell phone benefits

Referral for Life Program

Job summary

VXI is seeking a Technical Support Account Associate (Tier 1) to serve as the first point of contact for customers of a leading telecommunications provider. You will handle inbound calls for internet service interruptions, perform basic troubleshooting, and assist with billing education and service upgrades.

This role is located onsite in Morrow, GA. You will troubleshoot, document interactions, and escalate when needed while delivering professional customer service and meeting SLAs.

Qualifications

• 1-2 years minimum previous customer service call center experience.
• 1+ years of previous tech support experience preferred.
• Minimum typing speed of 35 WPM with 90% accuracy or higher.
• Open availability to work any time within our operating hours outlined below.

Responsibilities

• Receive inbound calls from customers experiencing service interruptions.
• Perform basic troubleshooting for common internet and usage-related issues.
• Diagnose issues using approved tools, scripts, and troubleshooting procedures.
• Create, update, and manage trouble tickets in the ticketing system.
• Escalate unresolved or complex issues to appropriate internal teams following standard processes.

Skills

Customer service

Troubleshooting

Communication

Typing

Multitasking

Phone support

Education

High School Diploma or equivalent

Tools

Ticketing system

Job description

VXI is seeking a Technical Support Account Associate (Tier 1) to serve as the first point of contact for customers of a leading telecommunications provider. You will handle inbound calls for internet service interruptions, perform basic troubleshooting, and assist with billing education and service upgrades.

This role is located onsite in Morrow, GA. You will troubleshoot, document interactions, and escalate when needed while delivering professional customer service and meeting SLAs.