Level 1 Support Technician

Due to continuing growth, Michigan Broadband Services is seeking multiple Level 1 Support Technicians to join our team. This position will report onsite to our Escanaba, MI office, with initial training taking place at our office in Carney, MI. We are a locally focused, rural internet service provider looking for technicians to serve as the first point of contact for our customers. This role emphasizes customer care, basic troubleshooting, and clear, professional communication for residential and small business internet services. As Level 1 Support, you set the tone for the entire customer experience and play a critical role in customer satisfaction, trust, and long-term success.

Many of our customers are neighbors, family businesses, and long-standing members of our community. We are looking for individuals who are patient, dependable, and comfortable explaining technical concepts to people with varying levels of technical experience. Above all, we value a customer-first mindset and the ability to remain calm, friendly, and solution-focused when resolving issues.

Responsibilities

• Serve as the first voice our customers hear when they contact support.
• Provide courteous, clear, and professional assistance to residential and small business customers.
• Listen carefully to customer concerns, ask guided questions, and explain next steps in plain language.
• Troubleshoot common internet and Wi-Fi issues, including connectivity problems, speed concerns, and basic modem or router checks.
• Use internal tools to review account information, service status, and outages.
• Document all customer interactions and troubleshooting steps accurately.
• Escalate unresolved or complex issues to Level 2 support or field technicians with clear notes.
• As a 24/7 call center, our operations require coverage across all hours of the day. Following the completion of training, your regular work schedule will be assigned based on business and operational needs. Schedules may vary and can be adjusted to ensure adequate coverage across all service hours, including early mornings, evenings, weekends, and holidays as required.

Qualifications

• Strong customer service and communication skills.
• A professional and friendly phone presence.
• Patience and empathy when assisting customers.
• Basic understanding of home internet concepts such as Wi-Fi, routers, and modems.
• Interest in learning fiber and DSL internet systems.
• Experience with ISP or telecom equipment such as Adtran or Calix is preferred but not required.
• Prior customer service or call center experience is a plus but not required - we are happy to train the right person!
• High school diploma or equivalent required.

Benefits:

• 401(k) matching
• Medical, dental and life insurance
• Holiday pay
• Paid time off