Tier 1 Technical Support Representative (In Office)

VXI Global Solutions

3d•Onsite

About The Position

As a Technical Support Account Associate (Tier 1), you will serve as the first point of contact for customers of a leading telecommunications provider. You will receive inbound calls from customers experiencing internet service-related interruptions. This role is responsible for basic technical troubleshooting, billing education, service upgrades, and general customer service support while delivering a positive and professional customer experience. Tier 1 associates focus on issue identification, resolution using established tools and procedures, and escalation when appropriate. This role is located onsite in Morrow, GA.

Requirements

High School Diploma or equivalent required
1 - 2 years minimum previous customer service call center experience
Ability to type 35 WPM with 90% accuracy or higher
Open availability to work any time within our operating hours
Professional demeanor and strong interpersonal skills
Ability to diagnose and resolve basic hardware, software, and network issues
Ability to gather accurate information, respond effectively, and adapt to customer needs
Logical thinking and structured issue resolution
Ability to manage multiple interactions and meet SLAs
Effective probing and listening skills to identify customer needs
Strong verbal communication skills
Working knowledge of computers and MS Windows
Willingness to learn new systems, tools, and processes in a fast-paced environment
Ability to navigate multiple screens and systems simultaneously
Strong multitasking and attention to detail
Minimum typing speed of 35 WPM with 90% accuracy or higher
Ability to follow direction, accept coaching, and apply feedback

Nice To Haves

1+ years of previous tech support experience preferred

Responsibilities

Receive inbound calls from customers experiencing service interruptions or technical issues
Perform basic troubleshooting for common internet and usage-related issues
Diagnose issues using approved tools, scripts, and troubleshooting procedures
Create, update, and manage trouble tickets in the ticketing system
Escalate unresolved or complex issues to appropriate internal teams following standard processes
Provide exceptional customer service with a customer-first mindset
Educate customers on product features, service functionality, and common troubleshooting steps
Assist customers with service upgrades, changes, and general account inquiries
Respond to customer questions via phone and/or electronic communication channels
Explain billing statements, charges, adjustments, and payment activity
Educate customers on billing processes and available payment options
Resolve basic billing-related inquiries or route appropriately when needed
Accurately document customer interactions and resolutions
Enter, test, update, close, or cancel tickets per company procedures
Navigate multiple systems and applications simultaneously
Maintain awareness of service outages and customer-impacting events