Customer Technical Support Representative

Customer Technical Support Representative

IQ Fiber was built to do internet differently. We're a 100% fiber-optic internet provider with a simple mission: To engineer a smarter internet experience. That means internet that's fast, reliable, and simply priced, backed by real humans who answer when you call and solve problems before you know they exist. We bring that same thinking to how we build our company. Our teammates are a big part of what makes IQ Fiber different, and we believe how we work matters just as much as what we deliver. We're looking for good humans who bring great ideas, raise the bar with every task, and want to be part of a bigger story. Your work matters here.

This position is on-site at our Southpoint Jacksonville, FL location. Position Summary: The Customer Technical Support Representative provides technical support to our customers regarding their IQ Fiber internet service. In this role you will be troubleshooting customer internet connections and home Wi-Fi. You will also assist customers with new service requests, installation and service questions, and billing status. Our customer support team is a fun, energetic, and resourceful team who enjoy providing the very best customer service via phone, email, and chat while working in our Jacksonville office. Success in this role requires a genuine enthusiasm for technology and a keen interest in assisting customers reach a resolution using problem-solving skills. Essential Duties and Responsibilities:

1. Exceed customer expectations at every opportunity by serving as the first point of contact for all inbound customer contacts via phone, chat, and email.
2. Manage and respond to customer communications received through multiple channels including phone, email, text, and social platforms from potential or existing customers.
3. Process incoming orders for new installations, schedule appointments with customers, and complete billing for services rendered.
4. Complete change-of-service requests and make account updates per customer requests; respond to inquiries on order status, billing questions, service availability, and new product offerings.
5. Provide technical troubleshooting support, diagnosing and resolving hardware and software issues related to internet and Wi-Fi connectivity.
6. Document customer interactions by opening trouble tickets where applicable, capturing actions taken and resolution details to ensure seamless continuity of support.
7. Utilize internal systems and tools to proactively identify and resolve potential issues before closing each customer contact.
8. Respond to escalated contacts from customers and service technicians during installations or service calls; provide timely updates on work order and trouble ticket progress.
9. Complete sales-related follow-up tasks including outreach to customers to resolve address discrepancies and send installation reminders.
10. Conduct follow-up wellness calls after technician visits to verify customer satisfaction with repairs and installations.
11. Make follow-up calls on previously resolved trouble tickets to confirm lasting resolution and customer satisfaction.
12. Maintain key performance metrics including Average Handle Time, Calls per Hour, and Quality Assurance scores.
13. Effectively communicate IQ Fiber's product and service offerings and follow up with potential customers to convert leads to orders.
14. Provide the manager with regular updates on recurring issues and identify potential longer-term solutions; use team communication channels to share important information that improves team performance.

Required Qualifications:

1. 2+ years of customer service experience, with at least 1 year in a contact center environment; telecommunications experience a plus.
2. 6+ months of experience troubleshooting basic network or Wi-Fi issues preferred; strong technical aptitude with the ability to answer questions from both technical and non-technical users.
3. Customer-first mindset with demonstrated ability to provide exceptional service, strong ownership over results, and commitment to resolving customer issues from start to finish.
4. Strong problem-solving and analytical skills with the ability to diagnose complex issues and communicate solutions clearly and calmly.
5. Excellent verbal and written communication skills with a positive phone demeanor and the ability to connect with customers.
6. Ability to multi-task and work independently in a fast-paced environment while consistently meeting individual and team performance metrics.
7. Experience with ticketing, CRM, billing, ordering, or scheduling systems; Microsoft Dynamics and Microsoft Office proficiency a plus.
8. Strong organizational skills, attention to detail, and the ability to navigate multiple systems simultaneously.
9. Willingness to learn, adapt, and develop new skills quickly; flexibility to work mandatory overtime to meet business needs.
10. High school diploma or equivalent required; higher education preferred. Must be able to pass a criminal background check.

What Success Looks Like:

• Customer technical issues are diagnosed efficiently and resolved with minimal disruption, restoring internet or Wi?Fi service quickly through effective troubleshooting and clear next steps.
• Customers consistently receive a positive experience, with professional, calm communication and expectations that are set clearly and followed through during every interaction.
• Customer interactions, troubleshooting actions, and final resolutions are documented accurately and consistently in internal systems, ensuring strong records and seamless continuity for follow-up support.
• Escalations and cross-team handoffs are handled smoothly, with timely collaboration and clear information shared with technicians and internal partners to accelerate resolution.
• Multiple incoming support requests are managed effectively and organized by priority, while maintaining attention to detail and consistent service qualityeven during high-volume periods.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability. Applicants must be currently authorized to work for any U.S. employer on a full-time basis. We do not sponsor, transfer, or support employment visa status or work authorization extensions for any position.