Technical Support Representative - Tier I

Socket Telecom LLC; Columbia Township (MO); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Competitive pay & bonus

Medical/dental/vision

401k with match

Free fiber service

Tuition reimbursement

Counseling for employees

Job summary

Socket Fiber in Columbia, MO is seeking a Technical Support Representative for an in-person, office-based role. You’ll be the main contact for troubleshooting, onboarding new users, and updating the knowledge base to ensure smooth service operations.

The position requires comfort with computers, strong written and verbal communication, and multitasking, with opportunities to grow through training, collaboration with multiple teams, and a commitment to outstanding customer service.

Qualifications

• Proficiency with computers.
• Excellent written and verbal communication skills.
• Telephone handling skills.
• Data entry ability.
• Multitasking capability.

Responsibilities

• Answer technical queries from current customers
• Receive training on new technologies or products
• Document and update known problems and solutions, notifying Tier II, or above, when applicable
• Interact with all Tiers, supervisors, and other departments to ensure customer issues are resolved in a timely manner
• Act as a backup to the Customer Service in-bound phone queue as needed

Skills

Proficiency with computers

Excellent written and verbal comms

Telephone handling skills

Data Entry

Multitasking

Job description

Description

Are you ready to use your expertise in technology to assist Socket Fiber customers on a daily basis? This is an in person call center role in Columbia Missouri.

A Day in the Life

Socket is seeking a skilled Technical Support Representative to provide exceptional assistance to customers. You'll be the main point of contact for troubleshooting, resolving issues, and ensuring seamless service operation. Additionally, you'll support new user set-ups and help improve our technical knowledge base. Join us in delivering outstanding service and fostering customer satisfaction.

Looking to fill full time in office position.

What You’ll Do

Key responsibilities include:

• Answer technical queries from current customers
• Receive training on new technologies or products
• Document and update known problems and solutions, notifying Tier II, or above, when applicable
• Interact with all Tiers, supervisors, and other departments to ensure customer issues are resolved in a timely manner
• Act as a backup to the Customer Service in-bound phone queue as needed

What We’re Looking For

To be considered for this role, you'll need the following required qualifications:

• Proficiency with computers
• Excellent written and verbal communication skills
• Telephone handling skills
• Data Entry
• Multitasking

What Will Help You Stand Out

Preferred Qualifications:

• Friendly demeanor
• Ability to prioritize tasks
• Teamwork

Desired Attributes

Beyond the qualifications, these attributes are what make someone a great fit for our team:

• Previous Technical Support experience
• Customer service experience
• The ability to stay calm during stressful

Why Join Socket Fiber?

At Socket Fiber, we're redefining what it means to connect communities. We share a mission-driven culture focused on bringing high-speed internet to areas that need it most. We're not just selling a service—we're providing access, opportunity, and real change. Socket Fiber offers a culture where employee strengths are highlighted and recognized.

A few of the key ways we strive to make employees feel valued include:

• Competitive pay + bonus potential or performance-based commission
• Medical, dental, vision, life, and 401k with match
• Free coaching/counseling for employees & families
• Free fiber service (if available in your area)
• Tuition reimbursement for personal and professional growth
• Community engagement opportunities
• Culture that values results, effort, and integrity

Our Core Values

• Respect: Toward all customers, communities, property, and coworkers.
• Advocacy: In-person, online, or by phone—we go beyond support to serve as customer advocates.
• Transparency: In our commitments, service experiences, and business relationships.
• Progress: Growth is proof of our dedication to improving lives and communities.
• Winning: Every conversation is a chance to gain a customer for life.

This role is not eligible for Visa sponsorship.

This role is not eligible for relocation.

Salary and benefits commensurate with experience.

Equal Opportunity Employer.

This employer uses E-Verify.