Customer Technical Support Representative

Position Summary The Customer Technical Support Representative provides technical support to our customersregardingtheir IQ Fiber internet service. In this role you will be troubleshooting customer internet connections and home Wi‑Fi. You will alsoassistcustomers with new service requests, installation and service questions, and billing status. Our customer support team is a fun, energetic, and resourceful team whoenjoyproviding thevery bestcustomer 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 inassistingcustomers reach a resolution using problem-solving skills. Essential Duties and Responsibilities Exceed customer expectations at every opportunity by serving as the first point of contact for all inbound customer contacts via phone, chat, and email. Manage and respond to customer communications received through multiple channels including phone, email, text, and social platforms from potential or existing customers. Process incoming orders for new installations, schedule appointments with customers, and complete billing for servicesrendered. 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. Provide technical troubleshooting support, diagnosing and resolving hardware and software issues related to internet and Wi‑Fi connectivity. Document customer interactions by opening trouble tickets where applicable, capturing actions taken and resolution details to ensure seamless continuity of support. Utilize internal systems and tools to proactivelyidentifyand resolve potential issues before closing eachcustomercontact. Respond to escalated contacts from customers and service technicians during installations or service calls; providetimelyupdates on work order and trouble ticket progress. Complete sales-related follow-up tasks including outreach to customers to resolve address discrepancies and send installation reminders. Conduct follow-up wellness calls after technician visits to verify customer satisfaction with repairs and installations. Make follow-up calls on previously resolved trouble tickets to confirm lasting resolution and customer satisfaction. Maintainkey performance metrics including Average Handle Time, Calls per Hour, and Quality Assurance scores. Effectively communicate IQ Fiber’s product and service offerings and follow up with potential customers to convert leads to orders. Provide the manager with regular updates on recurring issues andidentifypotential longer-term solutions; use team communication channels to shareimportant informationthat improves team performance. Perform other duties as assigned. Required Qualifications 2+ years of customer service experience, with at least 1 year in a contact centerenvironment;telecommunicationsexperiencea plus. 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. Customer-first mindset withdemonstratedability to provide exceptional service, strong ownership over results, and commitment to resolving customer issues from start to finish. Strong problem-solving and analytical skills with the ability to diagnose complex issues and communicate solutions clearly and calmly. Excellent verbal and written communication skills with a positive phone demeanor and the ability to connect with customers. Ability to multi-task and work independently in a fast‑paced environment while consistently meeting individual and team performance metrics. Experience with ticketing, CRM, billing, ordering, or scheduling systems; Microsoft Dynamics and Microsoft Officeproficiencya plus. Strong organizational skills, attention to detail, and the ability to navigate multiple systems simultaneously. Willingness to learn, adapt, and develop new skills quickly; flexibility to work mandatory overtime to meet business needs. 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 orWi‑Fiservice 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, withtimelycollaboration and clear information shared with technicians and internal partners to accelerate resolution. Multiple incoming support requests are managed effectively and organized by priority, whilemaintainingattention to detail and consistent service quality—even during high‑volume periods. Other Duties Pleasenotethis job description is not designed to cover orcontaina comprehensive listing of activities, duties, and responsibilities that arerequired ofthe employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. 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 againston the basis ofdisability. Applicants mustbe authorized towork for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time. #J-18808-Ljbffr IQ Fiber