Customer Experience Tech Advocate

HUNTER COMMUNICATIONS•Eugene, OR

About The Position

Hunter Communications is seeking a motivated, tech-savvy customer support representative to help customers stay connected, resolve technical issues, and deliver a strong customer experience. The role supports customers through inbound calls, chats, and tickets, handling issues at Tier 1 or Tier 2 depending on complexity. Tier 1 work includes basic internet connectivity and equipment troubleshooting, account and outage checks, appointment scheduling, documentation, and escalation. Tier 2 work includes diagnosing more complex network and Wi-Fi problems, coordinating with field technicians and other teams, supporting Tier 1 staff, and documenting escalated cases. This is a full-time position, Monday through Friday, 40 hours per week, with eight-hour shifts from 8 a.m. to 5 p.m. The position requires prolonged periods of sitting, talking, hearing, and mental concentration in typical office conditions, as well as occasional lifting or moving of up to 25 pounds and operating standard office equipment. Hunter Communications describes career growth opportunities through formal job training and strategic leadership development programs. Employees receive medical, dental, vision, disability, and life insurance coverage, an employee assistance program, vacation, sick and holiday time off, a 401(k) with employer match, and bonus opportunities. The company provides equal employment opportunities and prohibits discrimination and harassment based on protected characteristics.

Requirements

High school diploma or GED certificate.
Experience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environment.
Call center experience or an equivalent customer-facing support background.
Comfort troubleshooting internet, networking, and equipment issues over the phone.
Strong communication skills, including the ability to explain technical concepts clearly and simply to customers.
Reliable and punctual, and able to be live and ready to assist customers at the start of every shift.
Ability to occasionally lift and/or move up to 25 pounds.
Ability to operate standard office equipment.
Ability to sit, talk, hear, and concentrate for prolonged periods; use hands to handle or operate objects, tools, or controls; reach with hands and arms; communicate clearly; and meet the stated vision and hearing requirements.

Nice To Haves

College experience is recommended.
Bilingual English and Spanish proficiency, including professional verbal and written communication.
Familiarity with modem/router configuration, signal diagnostics, DNS, VoIP, or home networking.
Experience with CRM or ticketing platforms.
A natural problem-solver who takes ownership and follows through.

Responsibilities

Serve as the first point of contact for inbound customer calls, chats, and tickets.
Identify and troubleshoot basic internet connectivity issues, including slow speeds, dropped connections, equipment reboots, and Wi-Fi setup.
Verify service outages and account status, and guide customers through power cycling and device reconnection.
Confirm SSIDs, passwords, and proper modem/router connections.
Schedule technician appointments for issues requiring an on-site visit.
Document all interactions thoroughly in the account system after every call.
Escalate complex issues to Tier 2 with a detailed handoff when they cannot be resolved.
Handle escalated and complex technical issues beyond Tier 1 scope.
Diagnose slow speeds, intermittent connectivity, packet loss, latency, and signal issues using network diagnostic tools.
Troubleshoot Wi-Fi performance, device compatibility, DNS resolution, VoIP, and related issues.
Analyze signal levels and identify root causes of advanced network problems.
Coordinate with field technicians and cross-functional teams for on-site resolution.
Serve as a knowledge resource and escalation point for Tier 1 team members.
Maintain thorough and accurate documentation on escalated cases.
Assist Spanish-speaking customers with account questions, billing, technical support, and service needs as applicable.