Customer Support

Earthlink • Athens, TX

385d • $27,040 - $27,040

About The Position

The Customer Support Representative at EarthLink provides essential support to business customers, ensuring the smooth operation of telecommunications services. This full-time role involves managing customer interactions, troubleshooting technical issues, and performing network monitoring and maintenance tasks from the Athens, TX office.

Requirements

• High School Diploma or GED.
• A passion for technology.
• Excellent verbal and written communication skills.
• Proficient with Microsoft Office products, including Outlook, Word, and Excel.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to pass the pre-employment background check, including a pre-employment drug test.

Responsibilities

• Diagnose and resolve basic network and modem functionality issues.
• Walk customers through common hardware and software configurations to maximize service functionality.
• Document call details and update account information in the computer system.
• Keep customers informed of progress by checking and communicating the status of a work order or trouble ticket.
• Place follow-up calls to customers after work order or trouble ticket is completed to ensure service has been restored.
• Escalate appropriate technical issues to Tier 2 support when necessary.
• Perform site surveys.
• Assist customers with product inquiries in-person, by telephone or email.
• Contribute to our 24 x 7 support by participating in rotating on-call shifts.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• Paid time off
• 401(k) with a generous company match

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED