Customer Support Specialist

Job Description

Job Description

Description:

About Aspire Fiber

Aspire Fiber is a locally rooted internet service provider dedicated to bringing fast, reliable, fiber-optic connectivity to homes and businesses in the communities we serve. We believe access to high-quality internet shouldn't be complicated or frustrating - it should just work, and when it doesn't, our customers deserve real help from real people.

Built on a foundation of transparency, technical excellence, and genuine care for the communities we serve, Aspire Fiber is growing fast and investing heavily in our network, our people, and our customer experience. We're looking for team members who share our commitment to doing right by our customers and want to grow with us as we expand.

About the Role

The Customer Support Specialist serves as the first point of contact for customers, providing timely and professional assistance with service inquiries, billing questions, technical troubleshooting, and account management. This role requires strong communication skills, problem-solving ability, and a customer-first mindset.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, or ticketing system.
• Troubleshoot internet connectivity, modem/router issues, and basic network problems.
• Assist customers with account updates, service upgrades/downgrades, and billing inquiries.
• Document customer interactions accurately in CRM/ticketing systems.
• Escalate complex technical issues to Tier 2/Network Operations when necessary.
• Educate customers on products, services, and self-service tools.
• Follow up to ensure resolution and customer satisfaction.
• Maintain knowledge of ISP services, policies, and troubleshooting procedures. Other duties as assigned.

Qualifications

• High school diploma or equivalent required; associate's degree a plus.
• 1+ years of customer service experience, preferably in telecom, ISP, or a technical support environment.
• Basic understanding of internet connectivity, networking concepts, and modem/router hardware.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to stay calm under pressure.
• Comfortable working with CRM/ticketing systems.
• Ability to multitask across phone, email, and chat channels.
• Flexibility to work evenings, weekends, or holidays as needed based on business demands.

Preferred Skills

• Experience with fiber-optic internet service or ISP billing platforms.
• Familiarity with common home networking troubleshooting steps.
• Bilingual (English/Spanish) a plus.

What we offer

• Competitive salary and benefits package.
• Medical, Dental, Vision, Long Term Disability, Short Term Disability and Voluntary Buy Up of Life Insurance
• Paid time off
• Parental Leave
• Team Building events
• Opportunities for professional development and career advancement within a fast-growing telecommunications company.
• A dynamic and innovative work environment that fosters collaboration and growth.

Requirements: