Customer Support Technician

Customer Support Technician

Love Your Mondays again! Join the Future of Connectivity with Metronet! Are you ready to launch your career with one of the nation's fastest-growing fiber-optic powerhouses? Welcome to Metronet, where we don't just build networks; we build communities.

As a Customer Support Technician (internally referred to as a Bulk MDU Technician), you will be providing technical support for Bulk Multi-Dwelling Unit (BMDU) customers by troubleshooting service-affecting issues, coordinating repairs, and delivering timely resolutions. This position serves as a technical resource for customers, internal departments, and field technicians to ensure exceptional customer experiences while minimizing service interruptions. The specialist collaborates closely with MDU Customer Relations, Business Technical Support, and Field Operations to resolve complex technical issues and maintain customer satisfaction.

ESSENTIAL JOB FUNCTIONS:

• Answer customer and internal requests regarding Business MDU service issues, outages, repairs, and technical inquiries.
• Troubleshoot Business MDU internet and network-related service issues using established troubleshooting procedures.
• Utilize multiple internal systems and tools to diagnose, document, and resolve customer issues.
• Follow the established 5-Step Troubleshooting Guide to ensure consistent and effective issue resolution.
• Achieve First Call Resolution (FCR) whenever possible through effective troubleshooting and customer communication.
• Schedule and coordinate truck rolls when remote troubleshooting does not resolve service issues.
• Collaborate with MDU Customer Relations to identify customer-focused solutions and communicate service updates.
• Partner with Business Technical Support, Field Operations, and other internal teams to resolve complex technical issues.
• Monitor customer issues through completion to ensure timely resolution and customer satisfaction.
• Document all troubleshooting activities and customer interactions accurately within company systems.
• Maintain a working knowledge of Metronet products, services, systems, and promotions.
• Make recommendations based on customer needs while maintaining service quality standards.
• Demonstrate strong analytical and problem-solving skills to identify root causes and recommend appropriate solutions.
• Travel to EVV twice a year
• All other duties as assigned

JOB QUALIFICATIONS AND REQUIREMENTS:

• High school diploma or GED required.
• Experience troubleshooting internet and networking services preferred.
• Strong verbal and written communication skills.
• Excellent organizational and multitasking abilities.
• Demonstrated customer service, initiative, and problem-solving skills.
• Ability to analyze technical issues and determine appropriate resolutions.
• Ability to work both independently and collaboratively within a team environment.
• Basic technical troubleshooting and sound escalation judgement.
• Ability to follow standardized troubleshooting processes while adapting to unique customer situations.
• Excellent analytical and logical problem-solving abilities.
• Responsible, self-motivated, organized, and detail-oriented.
• Ability to communicate technical information clearly to both technical and non-technical audiences.
• Ability to remain calm and professional while handling escalated customer situations.
• Comfortable working in a fast-paced environment with changing priorities.
• Willingness to work as a team and independently.
• Must be legally authorized to work in the U.S.

ADDITIONAL JOB REQUIREMENTS:

• 1–3 years of technical support, telecommunications, networking, or customer service experience preferred.
• May require after-hours and weekend and/or holiday work
• Perform on-call rotation duties during regular business hours
• This position is remote/in-person/hybrid

Join us and find out what it means to love your career! At Metronet, we are committed to delivering cutting-edge technology combined with exceptional customer care. Our 100% fiber-optic technology ensures that we provide our customers with some of the fastest internet speeds in the world. As industry leaders in fiber-to-the-premise TV, voice, and internet services, we're not just focused on expanding our networks—we're focused on enriching the lives of those we serve.

We value our associates because they are the cornerstone of our success. By joining the Metronet family, you're stepping into a rewarding career in technology with a company dedicated to your growth and success. We're in it to win it, and a key part of our strategy is to strengthen our business-to-business technology sales team with talented and hard-working individuals who aspire to be the next generation of technology leaders. Recognized as one of the Best Places to Work, we offer a competitive total compensation package, including 80% of medical premiums paid by the company, company-paid disability and life insurance, and a 401(k)-company match. Plus, enjoy discounted services within our coverage areas and thrive in a locally owned, friendly, and fun atmosphere.

Discover more with Metronet—a company where your success builds stronger communities, and your future is limitless. Metro net is an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of sexual orientation, gender identity, race, gender, religion, age, national origin, color, disability, or veteran status. EOE/Minority/Female/Disabled/Veteran Pay Range: $17.00 - $18.00/hr.