Technical Support Agent

NextLink • Hudson Oaks, TX

5d

About The Position

Nextlink is hiring a Technical Support Agent to be a first point of support for customers using its internet services. The role helps residential and business customers with connectivity problems, answers questions about their services, and aims to provide a positive customer experience. Prior call center or ISP experience is not required; the company provides three weeks of fully paid training at its Fort Worth office.

This is a full-time, 40-hour-per-week role with stable schedules and opportunities for overtime based on business needs. Available shifts are 9 a.m.–8 p.m. Tuesday–Thursday and Saturday; 11 a.m.–10 p.m. Tuesday–Thursday and Saturday; or 11 a.m.–10 p.m. Friday–Monday. Hours worked after 6 p.m. on any day receive a $2.00-per-hour shift differential. Candidates who pass a bilingual assessment receive an additional $1.00 per hour. The stated pay is $18.00 per hour.

Requirements

• Curiosity and comfort with internet, Wi-Fi, computers, or basic networking, through professional or personal experience.
• Strong communication and problem-solving skills.
• Ability to remain calm, positive, and customer-focused.
• Ability to sit for extended periods and work in an office environment.

Nice To Haves

• Customer service experience is a plus but is not required.
• Passing the bilingual assessment qualifies candidates for an additional $1.00 per hour.

Responsibilities

• Provide customer service through phone, email, chat, and social media interactions.
• Troubleshoot no-connection, intermittent, slow-speed, and fiber connectivity issues step by step.
• Create and manage customer issue tickets using company support tools.
• Diagnose and resolve internet issues for residential and business customers.
• Assist customers with plan upgrades or downgrades based on their needs.
• Schedule service appointments for field technicians.
• Document customer interactions and solutions accurately.
• Complete additional duties as assigned.

Benefits

• 401(k)
• 401(k) company match
• Dental insurance
• Employee assistance program
• Employee discounts
• Health insurance
• Health savings account option
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance
• Fully paid training during the first three weeks
• Growth opportunities in advanced technical support, quality assurance, leadership, training, or field roles
• Opportunities for overtime based on business need
• $2.00-per-hour shift differential for hours worked after 6:00 p.m.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed