Technical Support Specialist — Empathetic Problem Solver

InteLogix; El Paso (TX); On-site; USD 19,000 - 25,000; Full time

Benefits offered by this job

Paid Training

Medical, Dental, Vision Insurance

Paid Time Off

Employee Discounts

Full-time, non-seasonal

Career Advancement

Job summary

InteLogix seeks a hands-on Technical Support Representative in El Paso, TX to deliver real-time, empathetic customer service for a fiber internet provider. You will troubleshoot connectivity and home networking issues via phone, chat, and email, aiming for same-day resolution in a fast-paced, high-volume setting.

The role emphasizes clear communication, careful issue assessment, and a strong commitment to customer satisfaction. Training is provided; weekend shifts are required.

Qualifications

• High school diploma or GED required.
• 1+ year of experience in a fast-paced, customer-facing support role preferred.
• Strong analytical and logical problem-solving skills.
• Excellent written and verbal communication skills.
• Working knowledge of routers, home networking basics, and general computer literacy.
• Ability to multi-task and stay composed in a high-volume environment.
• On-site role based out of El Paso, TX with weekend availability.

Responsibilities

• Respond in real time to customer inquiries via phone, text chat, and email, providing top-tier customer service.
• Assess urgency of issues and provide calm, professional, courteous solutions.
• Troubleshoot and resolve issues the same day whenever possible to minimize on-site visits.
• Diagnose and resolve router and home networking issues, including setup and configuration.
• Guide customers through provisioning, rebuilding, and portal account setup.
• Document all customer interactions accurately within the Tech Support Desktop system.
• Maintain a high standard of customer satisfaction per client guidelines.
• Perform other duties as assigned.

Skills

Customer service

Communication

Problem solving

Multi-tasking

Reliability

Troubleshooting

Analytical thinking

Education

High school diploma or GED

Tools

Routers

Home networking

IT basics

Job description

InteLogix seeks a hands-on Technical Support Representative in El Paso, TX to deliver real-time, empathetic customer service for a fiber internet provider. You will troubleshoot connectivity and home networking issues via phone, chat, and email, aiming for same-day resolution in a fast-paced, high-volume setting.

The role emphasizes clear communication, careful issue assessment, and a strong commitment to customer satisfaction. Training is provided; weekend shifts are required.