Onsite Tier 1 Tech Support Specialist

VXI; Morrow (GA); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Bonus after training

Referral program

Career growth opportunities

Team-oriented environment

Job summary

VXI Global Solutions in Morrow, GA seeks a dependable Technical Support Representative (Tier 1) to handle inbound calls, perform basic troubleshooting, and manage customer issues on a full-time, onsite basis.

The role emphasizes first-call resolution, accurate documentation, and courteous service. Training lasts 4 weeks with second-phase growth opportunities and a supportive team environment.

Qualifications

• High school diploma or GED required.
• Minimum 1–2 years of customer service/contact center 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.
• Ability to complete required pre-employment screening upon offer, including applicable background screening and drug screening.

Responsibilities

• Handle inbound calls for internet service 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 escalate 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

Problem solving

Technical troubleshooting

Active listening

Communication

Education

High school diploma or GED

Tools

Windows OS

Job description

VXI Global Solutions in Morrow, GA seeks a dependable Technical Support Representative (Tier 1) to handle inbound calls, perform basic troubleshooting, and manage customer issues on a full-time, onsite basis.

The role emphasizes first-call resolution, accurate documentation, and courteous service. Training lasts 4 weeks with second-phase growth opportunities and a supportive team environment.