Technical Support Representative

EarthLink; Athens (TX); On-site; USD 15,000 - 21,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Paid time off

Job summary

EarthLink seeks a Customer Support Representative to deliver technical support to business customers and ensure smooth telecom service operations. You will troubleshoot issues, manage interactions, and document details in our systems from the Athens, TX office.

The role is full-time, with typical daytime hours, and includes benefits such as health and 401(k). Strong communication and Office proficiency are required, and you may rotate on-call shifts as part of a 24x7 support schedule.

Qualifications

• High School Diploma or GED required.
• Strong passion for technology and problem solving.
• Excellent verbal and written communication.
• Proficient with Microsoft Office (Outlook, Word, Excel).

Responsibilities

• Diagnose and resolve basic network/modem issues.
• Guide customers through hardware/software configurations to improve service.
• Document call details and update account information.
• Inform customers of progress and status of work orders.
• Follow up after work orders to ensure service is restored.
• Escalate complex issues to Tier 2 support when needed.
• Perform site surveys as required.
• Assist customers with inquiries in person, by phone, or email.
• Participate in rotating on-call shifts for 24x7 support.
• Pass pre-employment background check and drug screen.

Skills

Technical troubleshooting

Customer service

Communication skills

Time management

Education

High School Diploma or GED

Tools

Microsoft Office

Outlook

Excel

Job description

Earthlink's Customer Support Representative provides top-notch technical support to our business customers and ensures the smooth operation of our telecommunications services. The ideal candidate will manage customer interactions, troubleshoot technical issues, and perform various tasks related to network monitoring and maintenance.

In this role, you will provide technical support among in our office located at 1799 Enterprise St, Athens, TX 75751. This is a full-time, permanent position with a schedule of Monday through Friday from 8:00 a.m. until 5:00 p.m. and a permanent schedule of Monday through Friday from 9:00 p.m. until 6:00 a.m.

Essential Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Diagnose and resolve basic network and modem functionality issues.
• Walk customers through common hardware and software configurations to maximize service functionality.
• Document call details and update account information in the computer system.
• Keep customers informed of progress by checking and communicating the status of a work order or trouble ticket.
• Place follow-up calls to customers after work order or trouble ticket is completed to ensure service has been restored
• Escalates appropriate technical issues to Tier 2 support when necessary.
• Perform site surveys.
• Assist customers with product inquiries in-person, by telephone or email.
• Contribute to our 24 x 7 support by participating in rotating on-call shifts
• Ability to pass pre-employment background check & drug screen.

Successful candidates will meet the following minimum qualifications:

• High School Diploma or GED.
• A passion for technology.
• Excellent verbal and written communication.
• Proficient with Microsoft Office products, including Outlook, Word and Excel.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to pass the pre-employment background check, including a pre-employment drug test.

Compensation & Benefits

The hire in rate for this position is $13 per hour. You will also receive access to full and comprehensive benefits including health, dental, vision; life, disability insurance, on the first day of the month after you're hired. We also offer paid time off & a 401(k) with a generous company match.