Tier 1 Customer Support Representative

NOVOS FiBER; Dallas, Northern (TX, KY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Competitive salary

Professional development

Community impact

Job summary

NOVOS FiBER is seeking a Tier 1 Customer Support Representative in Dallas to be the first point of contact for customers, delivering courteous service, account help, and basic technical support for fiber internet and Wi‑Fi.

Responsibilities include front-line troubleshooting, using network tools to diagnose issues, handling outages, and escalating complex problems to Tier 2 when needed.

Qualifications

• Experience in customer service, helpdesk, or call center preferred.
• Strong problem-solving and communication skills.
• Able to learn multiple software and technical-support platforms.
• Basic understanding of home networking, Wi-Fi, and internet connectivity.
• Able to document work accurately and follow procedures.

Responsibilities

• Provide professional and responsive support by phone, email, ticket, and other channels.
• Assist customers with billing questions, service changes, and account needs.
• Perform frontline troubleshooting for internet connectivity, Wi-Fi, and customer-premise equipment.
• Use systems to review ONT status, Wi-Fi performance, and other diagnostic data.
• Reboot ONTs, gateways, and Wi-Fi equipment and perform remote troubleshooting.
• Assist with Wi-Fi settings and password changes.
• Verify physical connections and guide customers through troubleshooting.
• Identify customers affected by known outages and provide outage info.
• Determine when to escalate to Tier 2 or field support.
• Create and maintain accurate tickets and notes.
• Follow procedures for troubleshooting, escalation, and verification.
• Take ownership of issues and avoid unnecessary transfers.
• Communicate technical information clearly to customers.
• Identify recurring issues and escalate trends.
• Maintain knowledge of Novos Fiber products and support procedures.
• Participate in ongoing training.
• Maintain professional customer-focused approach.
• Perform other duties as assigned.

Skills

Customer service

Problem-solving

Communication

Technical aptitude

Learning ability

Multitasking

Tools

Ticketing system

Network-management tools

Job description

The Tier 1 Customer Support Representative serves as the first point of contact for Novos Fiber customers, providing customer service, account assistance, and frontline technical support.

This position is responsible for resolving customer needs whenever possible during the initial interaction, including basic troubleshooting of fiber internet and Wi-Fi services. The Tier 1 Representative works with internal systems and network-management tools to diagnose service issues, make approved account and equipment changes, identify known outages, and escalates more complex technical issues to Tier 2 Support when necessary.

Key Responsibilities:

• Provide professional and responsive support to customers by phone, email, ticket, and other supported communication channels.
• Assist customers with billing questions, account information, service changes, payments, and other general account needs.
• Perform frontline troubleshooting for internet connectivity, Wi-Fi, and customer-premise equipment.
• Use company systems and network-management tools to review ONT status, Wi-Fi performance, optical levels, and other information necessary to diagnose customer issues.
• Reboot ONTs, gateways, and Wi-Fi equipment and perform other approved remote troubleshooting activities.
• Assist customers with Wi-Fi settings, including SSID and password changes and basic connectivity troubleshooting.
• Verify physical connections and guide customers through appropriate troubleshooting steps.
• Identify customers affected by known network incidents and provide accurate outage and restoration information.
• Determine when an issue requires Tier 2 or field support and provide a complete, well-documented escalation.
• Create, update, and maintain accurate customer tickets, account notes, troubleshooting records, and resolution information.
• Follow established troubleshooting, escalation, customer verification, credit, and account-management procedures.
• Take ownership of customer issues and work toward resolution rather than unnecessarily transferring or escalating contacts.
• Communicate technical information clearly to customers regardless of their level of technical knowledge.
• Identify recurring customer or service issues and elevate trends that may indicate a broader network or operational problem.
• Maintain working knowledge of Novos Fiber products, services, equipment, systems, policies, and support procedures.
• Participate in ongoing technical and customer-service training as the Tier 1 support function continues to expand its capabilities.
• Maintain a professional, courteous, and customer-focused approach during both routine interactions and service-impacting events.
• Perform other duties and responsibilities as assigned.

Qualifications and Experience:

• Previous customer service, call center, helpdesk, telecommunications, or technical support experience preferred.
• Strong customer-service and problem-solving skills.
• Comfortable learning and using multiple software and technical-support platforms.
• Basic understanding of home networking, Wi-Fi, and internet connectivity preferred.
• Ability to follow technical troubleshooting procedures and accurately document work performed.
• Strong verbal and written communication skills.
• Ability to remain organized and professional while handling multiple customer needs and priorities.
• Ability and willingness to learn increasingly technical troubleshooting responsibilities.

What We Offer:

• A vibrant, growing, and supportive work environment where innovation and initiative are encouraged
• Competitive salary and benefits package
• Opportunities for professionals development and growth
• The chance to make a significant impact in communities by enhancing connectivity and fostering partnerships