Customer Support Specialist

Aspire Broadband Holdings Inc•Santa Clarita, CA

3h•$22 - $25

About The Position

The Customer Support Specialist is the first point of contact for customers, providing timely and professional assistance with service inquiries, billing questions, technical troubleshooting, and account management. The role calls for strong communication and problem-solving skills and a customer-first mindset. The specialist supports Aspire Fiber customers through multiple service channels and helps ensure issues are resolved and customers are satisfied.

Requirements

High school diploma or equivalent.
At least 1 year of customer service experience; telecom, ISP, or technical support experience is preferred.
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.
Comfort working with CRM or ticketing systems.
Ability to multitask across phone, email, and chat channels.
Flexibility to work evenings, weekends, or holidays as needed based on business demands.

Nice To Haves

Associate's degree.
Experience with fiber-optic internet service or ISP billing platforms.
Familiarity with common home networking troubleshooting steps.
Bilingual English/Spanish skills.

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 or downgrades, and billing inquiries.
Accurately document customer interactions in CRM or ticketing systems.
Escalate complex technical issues to Tier 2 or Network Operations when necessary.
Educate customers on products, services, and self-service tools.
Follow up to ensure issue resolution and customer satisfaction.
Maintain knowledge of ISP services, policies, and troubleshooting procedures.
Perform other duties as assigned.