Tier 1 Technical Support Representative (In Office)

Job DescriptionIt's fun to work in a company where people truly BELIEVE in what they are doing!We're committed to bringing passion and customer focus to the business. As a Technical Support Account Associate (Tier 1), you will serve as the first point of contact for customers of a leading telecommunications provider. You will receive inbound calls from customers experiencing internet service-related interruptions. This role is responsible for basic technical troubleshooting, billing education, service upgrades, and general customer service support while delivering a positive and professional customer experience. Tier 1 associates focus on issue identification, resolution using established tools and procedures, and escalation when appropriate. This role is located onsite in Morrow, GA.What you'll getCompetitive hourly base pay + bonus opportunities after trainingFull health benefits (Medical, Dental, Vision)Cell phone benefits ($25/month per line; restrictions may apply)Referral for Life Program™ and abundant advancement opportunitiesWhat you bringHigh School Diploma or equivalent required1 - 2 years minimum previous customer service call center experience1+ years of previous tech support experience preferredAbility to type 35 WPM with 90% accuracy or higherOpen availability to work any time within our operating hours outlined belowOperating hoursMonday-Sunday, 8:00 a.m.-8:00 p.m. ESTTraining4 weeks, typically Tuesday - Saturday, 8:00 a.m.-5:00 p.m. EST (subject to change based on business needs)Attendance: 100% requiredWhat you'll doTechnical Support & TroubleshootingReceive inbound calls from customers experiencing service interruptions or technical issuesPerform basic troubleshooting for common internet and usage-related issuesDiagnose issues using approved tools, scripts, and troubleshooting proceduresCreate, update, and manage trouble tickets in the ticketing systemEscalate unresolved or complex issues to appropriate internal teams following standard processesCustomer Service & Account SupportProvide exceptional customer service with a customer-first mindsetEducate customers on product features, service functionality, and common troubleshooting stepsAssist customers with service upgrades, changes, and general account inquiriesRespond to customer questions via phone and/or electronic communication channelsBilling & Payments SupportExplain billing statements, charges, adjustments, and payment activityEducate customers on billing processes and available payment optionsResolve basic billing-related inquiries or route appropriately when neededDocumentation & Systems NavigationAccurately document customer interactions and resolutionsEnter, test, update, close, or cancel tickets per company proceduresNavigate multiple systems and applications simultaneouslyMaintain awareness of service outages and customer-impacting eventsKnowledge, Skills and AbilitiesProfessional demeanor and strong interpersonal skillsAbility to diagnose and resolve basic hardware, software, and network issuesAbility to gather accurate information, respond effectively, and adapt to customer needsLogical thinking and structured issue resolutionAbility to manage multiple interactions and meet SLAsEffective probing and listening skills to identify customer needsStrong verbal communication skillsWorking knowledge of computers and MS WindowsWillingness to learn new systems, tools, and processes in a fast-paced environmentAbility to navigate multiple screens and systems simultaneouslyStrong multitasking and attention to detailMinimum typing speed of 35 WPM with 90% accuracy or higherAbility to follow direction, accept coaching, and apply feedbackWork Environment & Schedule RequirementsAbility to work in a 24/7 call center environment, including evenings, weekends, and holidaysFast-paced, customer-facing role requiring sustained phone and system useEqual Employment OpportunityVXI is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.ADA AccommodationIf you need a reasonable accommodation during the application or interview process, please advise your recruiter so they can coordinate with Human Resources to ensure accessibility consistent with applicable law.If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Apply Now