TECHNICAL CUSTOMER SUPPORT-BC

VTX1; Fredericksburg, Northern (TX, KY); Hybrid; USD 35,000 - 60,000; Full time

Benefits offered by this job

Company benefits

Job summary

VTX1 in Fredericksburg, TX is hiring a Technical Customer Support Representative to help customers maintain, troubleshoot and restore service. You will interact with customers by phone, email or in person to determine needs and guide them through solutions.

The role focuses on diagnostics, problem solving and clear communication, requiring a high school diploma (or GED) and basic IT skills. You will work full-time with company benefits, including opportunities to improve processes and customer

Qualifications

• High school diploma or GED or 1–3 months related experience in computer software and hardware.
• Ability to communicate clearly with customers via phone, email and in person.
• Familiar with de-escalation techniques for upset customers.

Responsibilities

• Interact with existing customers via email, phone or walk-in and assist with inquiries.
• Run diagnostics and tests as needed for service issues.
• Analyze processes and technologies to identify areas of potential improvement.
• Educate customers on service plans and usage capabilities.
• Provide excellent customer service and de-escalate upset customers.
• Maintain basic command-line skills: ping, tracert, ipconfig/ifconfig.

Skills

Customer service

Troubleshooting

De-escalation

Communication skills

IT basics

Networking basics

Education

High school diploma or GED

Tools

Help desk tools / ticketing systems

Job description

Job Details

Job Location: Fredericksburg, TX 78624

SUMMARY

As Technical Customer Support Representative, you become the embodiment of our commitment to our customers by helping customers maintain, troubleshoot and restore their service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following. Other duties may be assigned.

• Customer Service – Interact with existing customers via email, phone or walk-in, determine their needs and assist them with their inquiries, interests, and/or questions.
• Troubleshooting – Run diagnostics and tests as needed for customers who present service issues.
• Innovation – Analyze processes and technologies to identify areas of potential improvement.
• Customer Education – Educate customers on plans and usage capabilities as well as provide information on how our service works
• Computer Skills – Basic troubleshooting techniques for PC’s and Mac’s.
• Customer Service – Able to provide excellent customer service and familiar with de‑escalation techniques for upset customers.
• Education/Experience – High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.

OTHER SKILLS AND ABILITIES

• Computer Skills – Basic troubleshooting techniques for PC’s and Mac’s.
• Customer Service – Able to provide excellent customer service and familiar with de‑escalation techniques for upset customers.
• Education/Experience – High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.
• Strong phone service and customer-friendly communication
• Patience, de‑escalation skills, and clear problem-solving
• IT support basics: hardware/software, Wi‑Fi, TCP/IP fundamentals
• Networking knowledge required: routing, IP addressing, DNS, DHCP
• Experience using help desk tools/ticketing systems a plus
• Availability for a full-time schedule; occasional evenings/weekends as needed
• ISP or wireless broadband support experience
• Familiarity with common home gateways/routers
• Basic command-line tools (ping, tracert, ipconfig/ifconfig)
• Full-time role with company benefits

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Uphold and champion the company’s core values of trustworthiness, innovation, supportiveness, and dedication, inspiring the team to do the same.

Category Decision

The duties and responsibilities for the position have been analyzed.

On that basis, this position has been judged to be: Non-Exempt