Tier 1 Tech Support Technician - Overnight

JSI; Northern (KY); Hybrid; USD 36,000 - 43,000; Full time

Benefits offered by this job

Comprehensive benefits package

Generous PTO

Travel support

Ongoing professional development

Job summary

JSI is seeking an Overnight Tier 1 Tech Support Technician to handle inbound calls and troubleshoot peripheral issues, working with the Contact Center to support partners’ customers. The role follows a Sunday, Monday, Friday, Saturday schedule from 8:30 p.m. to 7:00 a.m.

CST, with a remote setup. The position emphasizes professional communication, technical knowledge of computer systems and networks, and the ability to manage multiple tasks while maintaining QA standards and contributing to

Qualifications

• High school diploma or equivalent.
• Excellent communication, both verbal and written, and proficient in English.
• Proficient knowledge of computer systems and networks.
• Ability to manage time and effectively prioritize multiple projects.
• Willingness to solve complicated problems and see projects through.

Responsibilities

• Provide essential Tier 1 support to customers in a professional and customary manner.
• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
• Keep detailed notes of all work performed on customers’ peripherals.
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Skills

Verbal & written communication

English proficiency

Tech troubleshooting

Time management

Networking basics

Education

High school diploma or equivalent

Tools

Ticketing system

Job description

Tier 1 Tech Support Technician - Overnight

Department: Broadband - Network Engineering Services

Employment Type: Full Time

Location: Remote

Reporting To: Jeff Crowe

Compensation: $18.00 / hour

Description

JSI invites you to join our team as an overnight Tier 1 Tech Support Technician, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

Position Overview

As an overnight Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will be Sunday, Monday, Friday, and Saturday, from 8:30 p.m. to 7:00 a.m., CST.

Responsibilities

• Provide essential Tier 1 support to customers in a professional and customary manner.
• Answer inbound tech support calls and make outbound calls to customers as needed.
• Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
• Keep detailed notes of all work performed on customers’ peripherals.
• Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
• Maintain 90% QA (quality assurance) ratings.
• Work on other ongoing and short-term projects as outlined by management.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Excellent communication, both verbal and written and proficient in English.
• Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
• Ability to manage time and effectively prioritize numerous projects at one time.
• Willingness to solve complicated problems and see projects through to completion.

Preferred Qualifications

• 1+ years of experience in a technical support role.
• 1+ years of experience in a contact center environment handling high volume of calls.

Physical Requirements/Working Conditions

• Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
• Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Benefits and Compensation

• Competitive salary + performance-based bonuses.
• Comprehensive benefits package (medical, dental, vision, 401(k)).
• Generous PTO and travel support.
• Ongoing professional development and educational opportunities.