Technical Assistance Center Agent

Clearwave Fiber; Harrisburg (IL); Remote; USD 40,000 - 60,000; Full time

Job summary

A cutting-edge internet service provider is seeking a Technical Assistance Center Agent to provide exceptional customer support for fiber optic technology. Candidates should possess strong troubleshooting skills and a passion for technology. The role includes managing inquiries via phone and assisting customers with technical issues in a fast-paced environment. Join a collaborative team offering a remote work setup and competitive benefits.

Benefits

Performance-based rewards

Comprehensive health coverage

Generous paid time off

401(k) with matching

Free Clearwave Fiber service

Qualifications

• At least 2 years of experience in customer service or technical support.
• Ability to understand broadband service offerings.
• Experience supporting business-level customers.

Responsibilities

• Handle a high volume of calls providing assistance.
• Diagnose technical issues for voice and data services.
• Manage customer account information effectively.

Skills

Excellent interpersonal communication skills

Proficient in personal computer use

Ability to troubleshoot complex issues

Self-motivated

Flexible schedule

Education

High school diploma or equivalent

Tools

Windows operating system

Macintosh operating system

Job description

Overview

Description

THIS IS A REMOTE POSITION however the successful candidate will be located in Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Missouri, North Carolina, South Carolina, Tennessee, or Texas.

Join us at Clearwave as a Technical Assistance Center Agent and become an integral part of our dynamic team. At Clearwave, we foster an environment where learning never stops and every customer interaction is an opportunity to shine. As a TAC Agent, you will support our fiber optics technology and deliver top-notch customer service.

Responsibilities typically include handling high volumes of inquiries and supporting customers and colleagues with technical issues.

Responsibilities

• Be the go-to person for answering a high volume of calls from customers and colleagues, providing timely and accurate assistance with inquiries and technical issues.
• Use problem-solving skills and technical expertise to tackle diagnostic troubleshooting and resolve voice and data service issues for residential and business customers.
• Aim for first call resolution while delivering exceptional service with urgency, ownership, and accountability.
• Manage customer account information using a suite of software applications and diagnose technical difficulties.
• Communicate professionally with customers and colleagues, setting clear expectations and ensuring a positive experience.
• Assist other departments, provide training to new employees, and contribute to continuous improvement of operations.

Qualifications and expectations: candidates should be passionate about technology, thrive in a fast-paced environment, and be committed to customer service excellence.

Requirements

Minimum Qualifications

• Previous telecom experience preferred but not mandatory.
• High school diploma or equivalent.
• At least 2 years of similar work experience in customer service or technical support.
• Minimum of 6 months experience supporting business-level customers.
• Ability to understand broadband service offerings (cable modems, DSL, FTTH) and communicate these effectively.
• Self-starter who can work autonomously and take initiative.
• Proficient in personal computer use and keyboard skills.
• Excellent interpersonal communication skills and reliability (regular attendance, punctuality).
• Ability to work nights and weekends; flexible schedule including holidays and overtime as necessary.
• Ability to troubleshoot thoroughly complex business customer issues.

Additional Qualifications Desired

• Experience in Telecommunications supporting voice, data, and video services.
• Experience diagnosing PC hardware, software, OS, and cable modem issues.
• Familiarity with basic Telco terms and infrastructure.
• Prior call center experience in a technical support capacity.
• Excellent knowledge of Windows and Macintosh operating systems; understanding of internet/IP, browsers, email, and PC applications.
• Knowledge of service order and billing processes; experience with sales or upselling is a plus.

Home Office Requirements for Remote Work

• Self-motivated and able to work independently in a remote setting.
• Quiet, distraction-free work area with privacy.
• Steady work surface and comfortable chair with adequate lighting.
• Working smoke and carbon monoxide detectors and reliable internet.

Benefits and Culture

We offer an elevated benefits package with performance-based rewards, comprehensive health coverage (medical, dental, vision), life insurance, HSA/HRA contributions, FSA option, generous paid time off, 401(k) with matching, disability plans, and an Employee Assistance Plan.

Additional perks include connectivity benefits (free Clearwave Fiber service within service area, laptop and cell phone, mileage reimbursement), and 24/7 Health Advocate support. We encourage a collaborative, diverse, inclusive culture that values teamwork and growth.

About Us

Clearwave Fiber is a leading provider of 100% fiber optic internet services, expanding across the Midwest and Southeast. Backed by partners including Cable One, GTCR, Stephens Capital, and The Pritzker Organization, we are committed to delivering cutting-edge technology and exceptional customer service. We are a team of over 300 colleagues shaping the future of connectivity.

Pre-hire Assurance & EEO

Job offers are contingent upon successful background checks, drug screenings, and reference checks. Clearwave Fiber is an Equal Opportunity Employer, fostering a diverse and inclusive workplace.

If you’re passionate about delivering extraordinary customer service and enjoy remote work, we’d love to hear from you. Apply to Clearwave Fiber and join our team.