Technical Support Agent

Company Overview

We are a Hudson Oaks, Texas-based Internet Service Provider (ISP) delivering High Speed Internet and Voice Services throughout multiple states to residential, business, K-12 Education and government customers. We believe there is much more to an internet company than just delivering cost-effective internet solutions; we believe in delivering an overall customer experience that our competitors simply cannot match.

Please attach a resume to your application

Pay: $18.00 per hour

Job description:

About the Role

Join Nextlink as a Technical Support Agent, where you'll be the voice of our customer experience and the first line of support for customers using our internet services. You don't need prior call center or ISP experience - we provide full training. If you're tech-savvy, love solving problems, and want a role that builds real networking and troubleshooting skills, this is a great fit.

You'll help customers with connectivity issues, answer questions about their services, and ensure a smooth, positive experience with every interaction.

What You'll Do

• Deliver exceptional customer service in every phone, email, chat, or social media interaction.
• Perform step-by-step troubleshooting for no-connection, intermittent, slow-speed, or fiber connectivity issues.
• Create and manage customer issue tickets using company support tools.
• Diagnose and resolve residential and business customer internet issues.
• Assist with plan upgrades/downgrades based on customer needs.
• Schedule service appointments for field technicians.
• Maintain accurate documentation of customer interactions and solutions.
• Complete additional duties as assigned.

What You Bring

• Curiosity and comfort with internet, Wi-Fi, computers, or basic networking (professional or personal experience).
• Strong communication and problem-solving skills.
• Ability to stay calm, positive, and customer-focused.
• Experience in customer service is a plus - not required.
• Ability to sit for extended periods and work in an office environment.

Why You'll Enjoy Working at Nextlink

• Fully paid training during your first three weeks at our Fort Worth office
• Growth path into advanced technical support, quality assurance, leadership, training, or field roles
• Supportive team environment with leaders focused on developing your skills
• Bilingual Pay Incentive: Candidates who pass our bilingual assessment will receive an additional $1.00/hour

Great benefits package including:

• 401(k) + Company Match
• Health, Dental, and Vision insurance
• HSA option
• Life insurance
• Paid time off & parental leave
• Employee discounts
• Employee Assistance Program
• Referral bonuses

Work Hours

• Full-time, 40 hours per week
• Stable schedules with opportunities for overtime based on business need

EEO & Workplace Standards

Nextlink is an Equal Opportunity Employer. We value diversity and are committed to a workplace free of discrimination and harassment.
We maintain a drug-free workplace to ensure a safe, productive environment.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Additional Pay:

A $2.00/hour shift differential is applied to any hours worked after 6:00 PM, any day of the week.

Affirmative Action (AAP/EEO Statement):

Nextlink is an 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 based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.