Technical Support Representative

Technical Support Representative

The Technical Support Representative provides frontline technical assistance to customers by diagnosing service issues, troubleshooting network-related problems, and supporting the provisioning of voice and data services. This role ensures timely resolution of customer concerns, accurate documentation, and coordination with internal teams to deliver an excellent customer experience.

- Troubleshoot and resolve customer technical issues through digital communication channels.

- Assist with provisioning of voice and data services and phone number porting.

- Process new customer orders and update existing accounts.

- Schedule installations, work orders, and trouble calls.

- Apply foundational networking principles to diagnose service-related problems.

- Work daily tickets using customer service and ticketing systems.

- Collaborate with engineering and customer service teams to resolve escalated issues.

- Use tools such as Calix Cloud to monitor and troubleshoot customer network performance.

- Escalate complex issues when appropriate to ensure timely resolution.

- Conduct proactive outreach to address potential service concerns and gather customer feedback.

- Strong customer service orientation with clear communication skills.

- Basic understanding of fiber internet services, networking, and related equipment.

- Effective troubleshooting and problem-solving abilities.

- Proficiency with customer service platforms, ticketing systems, and diagnostic tools.

- Ability to work independently and collaboratively in a team environment.

- Detail-oriented with strong organizational and time-management skills.

- Minimum 2 years of technical support experience with networking or telecommunications background.

- Experience supporting voice services, provisioning, and updating customer accounts.

- Experience scheduling work orders using dispatch or service systems.

- Familiarity with billing and provisioning platforms.

- Ability to work flexible hours, including occasional nights and weekends.

- Strong communication, customer service, and problem-solving skills.

- Technical certifications (e.g., Network+, CCNA) are a plus.

- Associate degree or equivalent experience.

- Experience in the telecommunications or ISP industry.

- Knowledge of fiber optic technology and related equipment.

- Certifications in customer service or technical support.

- Walking: up to 40%

- Standing: up to 40%

- Reaching: up to 10%

- Lifting/Bending: up to 10%

- Work environment includes both indoor and occasional outdoor tasks.

- Ability to lift up to 45 pounds.

- Travel: 10%

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position. The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

We are an Equal Opportunity Employer. At LiveOak Fiber, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. LiveOak Fiber is also committed to compliance with the Americans with Disabilities Act (ADA).

Our workplace is committed to promoting a safe and healthy environment for all employees. Therefore, we maintain a drug-free workplace policy to ensure the well-being and productivity of our team.