Customer Experience Tech Advocate

HUNTER COMMUNICATIONS•Central Point, OR

About The Position

Hunter Communications is seeking a motivated, tech-savvy Customer Experience Tech Advocate to support customers with connectivity and technical issues while providing exceptional service. The role may involve Tier 1 and Tier 2 responsibilities: serving as an initial contact for customers, troubleshooting basic internet issues, and handling escalated, complex technical problems. The advocate documents customer interactions and escalated cases, coordinates with technicians and internal teams, and serves as a resource for Tier 1 colleagues. The position is full-time, Monday through Friday, 40 hours per week, with eight-hour shifts from 8 a.m. to 5 p.m. The role operates under typical office conditions and includes prolonged periods of sitting, speaking, listening, and mental concentration, as well as occasional lifting or moving of up to 25 pounds.

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 to customers.
Reliable and punctual, and able to be 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 of hands to finger, handle, feel, or operate objects, tools, or controls, and reach with hands and arms.
Close vision, ability to adjust focus, and ability to distinguish colors in graphs and charts.
Ability to communicate clearly and hear well enough to interact with employees, the public, officials, and outside organizations.

Nice To Haves

College experience is recommended.
Bilingual proficiency in English and Spanish, with the ability to communicate professionally in spoken and written interactions.
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 customer interactions thoroughly in the account system after every call.
Escalate unsolved complex issues to Tier 2 with a detailed handoff.
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 when needed.