Customer Technical Support Representative

Customer Technical Support Representative

A Smarter Career Choice Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here. We're looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you'll find a place where your voice matters. You'll find a team that works hard and has fun. And, if you're like us, you'll know you made a Smarter career choice.

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.
15. Perform other duties as assigned.

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.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the 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 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.