Technical Support Representative

Archtop Fiber; City of Kingston (NY); On-site; USD 55,000 - 75,000; Full time

Job summary

Archtop Fiber is seeking a customer-focused Technical Support Representative II to join our Kingston-based team. You are the go-to person for solving tech issues with empathy and patience, guiding customers through solutions and ensuring satisfaction.

Responsibilities include onboarding/on-site support, remote assistance for installations, on-call rotations, and contributing to knowledge bases and training materials to promote self-service tools.

Qualifications

• 2–4 years in customer service, tech support and/or sales.
• Strong multitasking, problem-solving, and written/verbal communication
• On-site availability at Kingston, NY location

Responsibilities

• Assist customers onboarding and post-installation needs.
• Provide expert technical support for residential and business customers.
• Support field technicians remotely for installations.
• Participate in user testing and promote self-service tools.
• Maintain punctual attendance and perform other duties as assigned.
• Participate in an on-call rotation schedule.
• Deliver exceptional service across phone, chat, email, and social channels.
• Own escalations through to resolution and ensure satisfaction.
• Create training materials and job aids for knowledge sharing.
• Contribute to development and maintenance of a customer-facing knowledge base.

Skills

Customer service

Technical support

Multitasking

Written communication

Verbal communication

Teamwork

On-site work

Education

High School Diploma

Technical/Associate degree preferred

Tools

HubSpot

Zendesk

Intercom

RingCentral

Aircall

Dialpad

Gaiia

MBS

Wavelo

NISC

Adtran

eero

Job description

At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That's why we prioritize serving "Main Street" communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.

Job Summary

Archtop Fiber is seeking an enthusiastic and customer-focused Technical Support Representative II to join our Kingston-based team. Are you someone who has a passion for technology and are the go-to person in your household for solving tech issues? Do you enjoy being a trusted resource, someone who can answer questions and guide others through solutions with empathy and patience? Then read on!

Job Responsibilities

• Support customers' technical needs during onboarding and post-installation.
• Provide expert technical support for residential and business customers.
• Support field technicians remotely to ensure smooth and successful customer installations.
• Participate in user testing for system updates and promote self-service tools to customers.
• Maintain regular, punctual attendance and perform other duties as assigned.
• Participate in an on-call rotation schedule.
• Deliver exceptional customer service across all channels including phone, chat, email, and/or social media.
• Own and manage escalations through to resolution ensuring customer satisfaction
• Responsible for creating training materials and job aids to promote knowledge sharing amongst the team.
• Contribute to the development and ongoing maintenance of a customer-facing knowledge base.

Job Requirements

• Must be available to work full-time on-site at our Kingston, NY location
• 2-4 years of experience in customer service, technical support and/or sales.
• High school diploma or equivalent required, technical or associate degree preferred.
• Strong multitasking, problem-solving, and written and verbal communication skills.
• Team-oriented mindset with a high sense of urgency and accountability.
• Comfort with feedback, independent decision-making, and learning new systems.
• Familiarity with customer service platforms such as HubSpot, Zendesk, and Intercom. Experience with OSS/BSS systems such as Gaiia, MBS, Wavelo, or NISC. Working knowledge of softphone platforms including RingCentral, Aircall, and Dialpad.
• Demonstrated experience troubleshooting fiber networks, ONTs, and routers. Experience with Adtran and eero is preferred.
• Willingness to travel and work on-site, with occasional remote opportunities.
• Must be able to sit for extended periods and work with various digital tools.