Onsite Tier 1 Tech Support Pro

VXI; Fairburn (GA); On-site; USD 20,000 - 28,000; Full time

Benefits offered by this job

Competitive hourly pay

Bonus opportunities after training

Employee Referral Program

Career growth and advancement

Team-oriented work environment

Job summary

VXI Global Solutions is seeking a dependable Technical Support Representative (Tier 1) for onsite work in Morrow, GA. You will be the first point of contact for customers with internet, connectivity, or billing questions, providing basic troubleshooting and clear guidance.

You will document interactions, manage trouble tickets, and escalate complex issues while striving for first-call resolution. This role requires strong communication, attention to detail, and the ability to work full-time

Qualifications

• High school diploma or GED required.
• 1–2 years of customer service experience.
• Previous technical support experience preferred.
• Strong customer service, communication, active listening, and probing skills.
• Effective critical thinking, troubleshooting, and problem-solving abilities.
• Ability to diagnose and resolve basic hardware, software, internet, and network-related issues.
• Proficient in navigating multiple systems and screens while assisting customers.
• Strong attention to detail with accurate documentation and ticket management.
• Working knowledge of computers and Microsoft Windows.
• Ability to multitask effectively while following established troubleshooting and escalation procedures.
• Dependable, adaptable, and receptive to coaching and feedback.
• Ability to work full-time onsite in Morrow, GA.
• Open availability to work assigned schedules within operating hours, including evenings, weekends, and holidays.
• Must type at least 30 WPM with 90% accuracy.

Responsibilities

• Handle inbound calls for internet interruptions, technical issues, billing, and account-related questions.
• Perform basic troubleshooting for internet, hardware, software, connectivity, and usage-related concerns.
• Diagnose issues using approved tools, scripts, and troubleshooting procedures.
• Create, update, and manage trouble tickets and escalates unresolved or complex issues appropriately.
• Accurately document customer interactions, troubleshooting performed, and resolutions.
• Navigate multiple systems and screens efficiently while assisting customers.
• Maintain awareness of service outages and customer-impacting events.
• Work toward first-call resolution while delivering accurate, courteous, and professional service.
• Meet established quality, attendance, productivity, and customer satisfaction expectations.

Skills

Customer service

Active listening

Troubleshooting

Communication

Problem-solving

Ticketing

Windows OS

Documentation

Multitasking

Typing 30 WPM

Onsite work

Education

High school diploma or GED

Job description

VXI Global Solutions is seeking a dependable Technical Support Representative (Tier 1) for onsite work in Morrow, GA. You will be the first point of contact for customers with internet, connectivity, or billing questions, providing basic troubleshooting and clear guidance.

You will document interactions, manage trouble tickets, and escalate complex issues while striving for first-call resolution. This role requires strong communication, attention to detail, and the ability to work full-time