Tech-Savvy ISP Customer Support Specialist

Hunter Communications; Eugene (OR); Presencial; USD 42.000 - 60.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical insurance

Dental insurance

Vision insurance

Disability coverage

Life insurance

Employee assistance program

Vacation and holidays

401k with employer match

Bonus opportunities

Descripción de la vacante

Hunter Communications is seeking motivated, tech-savvy Customer Support Representatives to join our growing team. You will be the voice of Hunter Communications — helping customers stay connected and resolving technical issues over the phone and chat.

This full-time role includes Tier 1 and Tier 2 support, bilingual English/Spanish preferred, and a standard 8am–5pm schedule on weekdays. Experience in ISP or networking is valued, with clear communication and problem-solving in a fast-paced

Formación

• Experience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environment.
• Call center experience or equivalent customer-facing support background.
• Comfortable troubleshooting internet and networking issues over the phone.
• Strong communication skills; translate technical concepts into simple language for customers.
• Reliable, punctual, and able to be live and ready to assist customers at the start of every shift.
• Familiarity with modem/router configuration, signal diagnostics, DNS, VoIP, or home networking.
• Experience with CRM or ticketing platforms.

Responsabilidades

• Serve as the first point of contact for inbound customer calls, chats, and tickets.
• Identify and troubleshoot basic internet connectivity issues — slow speeds, dropped connections, equipment reboots, and Wi-Fi setup.
• Verify service outages, check account status, and guide customers through power cycling and device reconnection.
• Confirm SSIDs, passwords, and proper modem/router connections.
• Schedule technician appointments for issues requiring an on-site visit.
• Document all interactions thoroughly in the account system after every call.
• Escalate complex issues to Tier 2 with a detailed handoff if unsolvable.
• Handle escalated and complex technical issues that go beyond Tier 1 scope.
• Diagnose slow speeds, intermittent connectivity, packet loss, latency, and signal issues using network diagnostic tools.
• Troubleshoot Wi-Fi performance, device compatibility, DNS resolution, VoIP, and more.
• Analyze signal levels and identify root causes of advanced network problems.
• Coordinate with field technicians and cross-functional teams for on-site resolution.
• Serve as a knowledge resource and support escalation point for Tier 1 team members.
• Maintain thorough and accurate documentation on all escalated cases.

Conocimientos

Strong communication

Customer-facing support

Reliable and punctual

English-Spanish bilingual

Educación

High School Diploma or GED

Herramientas

CRM systems

Ticketing platforms

Descripción del empleo

Hunter Communications is seeking motivated, tech-savvy Customer Support Representatives to join our growing team. You will be the voice of Hunter Communications — helping customers stay connected and resolving technical issues over the phone and chat.

This full-time role includes Tier 1 and Tier 2 support, bilingual English/Spanish preferred, and a standard 8am–5pm schedule on weekdays. Experience in ISP or networking is valued, with clear communication and problem-solving in a fast-paced