Technical Support Representative - Tier I

Socket; Columbia Township, Northern (MO, KY); Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Competitive pay

Bonus potential/commission

Medical, dental, vision

401k with match

Free fiber service (if available)

Tuition reimbursement

Community engagement

Culture that values results

Job summary

Socket Fiber is seeking a Technical Support Representative to provide exceptional assistance to customers in person at our Columbia, Missouri office. You will troubleshoot issues, assist with new user set-ups, and help improve our knowledge base while delivering outstanding service and customer satisfaction.

This full-time in-office role offers a hands-on environment where you will be the main point of contact for current customers and escalations, collaborating across teams to resolve issues

Qualifications

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

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 issues are resolved.
• Act as a backup to the Customer Service inbound phone queue as needed.

Skills

Computer proficiency

Written and verbal communication

Telephone handling

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.