Technical Support Representative

LiveOak Fiber • Brunswick, GA

1d

About The Position

The Technical Support Representative provides frontline technical assistance to customers by diagnosing service issues, troubleshooting network-related problems, and supporting the provisioning of voice and data services. This role ensures timely resolution of customer concerns, accurate documentation, and coordination with internal teams to deliver an excellent customer experience.

Requirements

• Minimum 2 years of technical support experience with networking or telecommunications background.
• Experience supporting voice services, provisioning, and updating customer accounts.
• Experience scheduling work orders using dispatch or service systems.
• Familiarity with billing and provisioning platforms.
• Ability to work flexible hours, including occasional nights and weekends.
• Strong communication, customer service, and problem-solving skills.
• Technical certifications (e.g., Network+, CCNA) are a plus.
• Strong customer service orientation with clear communication skills.
• Basic understanding of fiber internet services, networking, and related equipment.
• Effective troubleshooting and problem-solving abilities.
• Proficiency with customer service platforms, ticketing systems, and diagnostic tools.
• Ability to work independently and collaboratively in a team environment.
• Detail-oriented with strong organizational and time-management skills.

Nice To Haves

• Associate degree or equivalent experience.
• Experience in the telecommunications or ISP industry.
• Knowledge of fiber optic technology and related equipment.
• Certifications in customer service or technical support.

Responsibilities

• Troubleshoot and resolve customer technical issues through digital communication channels.
• Assist with provisioning of voice and data services and phone number porting.
• Process new customer orders and update existing accounts.
• Schedule installations, work orders, and trouble calls.
• Apply foundational networking principles to diagnose service-related problems.
• Work daily tickets using customer service and ticketing systems.
• Collaborate with engineering and customer service teams to resolve escalated issues.
• Use tools such as Calix Cloud to monitor and troubleshoot customer network performance.
• Escalate complex issues when appropriate to ensure timely resolution.
• Conduct proactive outreach to address potential service concerns and gather customer feedback.

Benefits

• 100% company-paid medical, dental, vision benefits
• Bonus potential

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees