Onsite Tier 1 Tech Support Specialist – Internet & Billing

VXI Global Solutions; Morrow (GA); On-site; USD 36,000 - 42,000; Full time

Benefits offered by this job

Competitive hourly pay

Bonus opportunities

Employee Referral Program

Career growth

Team-oriented environment

Job summary

VXI Global Solutions seeks a Tier 1 Technical Support Representative to join onsite in Morrow, GA. You will be the first contact for customers facing internet service interruptions, billing questions, and account needs, performing basic troubleshooting and documenting resolutions.

You will handle trouble tickets, escalate complex issues, and work toward first-call resolution while maintaining quality and professional service. Training lasts four weeks with a structured schedule.

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 cascade 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

Communication

Active listening

Troubleshooting

Education

High school diploma

Tools

Microsoft Windows

Job description

VXI Global Solutions seeks a Tier 1 Technical Support Representative to join onsite in Morrow, GA. You will be the first contact for customers facing internet service interruptions, billing questions, and account needs, performing basic troubleshooting and documenting resolutions.

You will handle trouble tickets, escalate complex issues, and work toward first-call resolution while maintaining quality and professional service. Training lasts four weeks with a structured schedule.