Customer Technical Support Representative

IQ Fiber•Jacksonville, FL

61d•Onsite

About The Position

The Customer Technical Support Representative provides technical support to customers regarding IQ Fiber internet service, including troubleshooting internet connections and home Wi-Fi. The role also assists with new service requests, installations, service questions, and billing status. The customer support team works from the Jacksonville office and provides service by phone, email, and chat. Success requires enthusiasm for technology and skill in helping customers reach resolutions through problem-solving. The representative serves as a first point of contact for potential and existing customers, manages inquiries across communication channels, processes orders and service changes, schedules appointments, handles billing and account updates, troubleshoots connectivity issues, documents interactions, and coordinates with technicians and internal teams. The role also includes sales follow-up, customer satisfaction calls, performance metric management, and reporting recurring issues to the manager.

Requirements

At least 2 years of customer service experience, including at least 1 year in a contact center environment.
Customer-first mindset, strong ownership of results, and commitment to resolving customer issues from start to finish.
Strong problem-solving and analytical skills, including the ability to diagnose issues and communicate solutions clearly and calmly.
Excellent verbal and written communication skills and a positive phone demeanor.
Ability to multitask and work independently in a fast-paced environment while meeting individual and team performance metrics.
Strong organizational skills, attention to detail, and ability to navigate multiple systems simultaneously.
Willingness to learn and adapt quickly, and flexibility to work mandatory overtime to meet business needs.
High school diploma or equivalent required.
Ability to pass a criminal background check.
Applicants must be currently authorized to work for any U.S. employer on a full-time basis; employment visa sponsorship, transfer, or work authorization extensions are not provided.

Nice To Haves

Telecommunications experience.
At least 6 months of experience troubleshooting basic network or Wi-Fi issues.
Strong technical aptitude and ability to answer questions from technical and non-technical users.
Experience with ticketing, CRM, billing, ordering, or scheduling systems.
Microsoft Dynamics and Microsoft Office proficiency.
Higher education.

Responsibilities

Serve as the first point of contact for inbound customer contacts by phone, chat, and email, and manage customer communications across phone, email, text, and social platforms.
Process new installation orders, schedule customer appointments, and complete billing for services rendered.
Complete change-of-service requests and account updates; answer questions about order status, billing, service availability, and product offerings.
Troubleshoot and resolve hardware and software issues related to internet and Wi-Fi connectivity.
Document customer interactions, troubleshooting actions, and resolutions in trouble tickets and internal systems.
Use internal systems and tools to identify and resolve potential issues before closing customer contacts.
Respond to escalated customer and technician contacts during installations or service calls, and provide timely work order and trouble ticket updates.
Conduct sales-related follow-up, including resolving address discrepancies and sending installation reminders.
Make post-technician-visit wellness calls and follow up on resolved trouble tickets to confirm resolution and customer satisfaction.
Maintain performance metrics, including Average Handle Time, Calls per Hour, and Quality Assurance scores.
Explain IQ Fiber's products and services and follow up with prospective customers to convert leads to orders.
Update the manager on recurring issues and potential longer-term solutions, and share information through team communication channels to improve team performance.
Coordinate and communicate with technicians and internal partners to support timely escalations and handoffs.