Technical Support Representative (Onsite Overnight Position)

InteLogix • El Paso, TX

1d • Onsite

About The Position

InteLogix is hiring Technical Support Representatives on behalf of our client, a fast-growing fiber internet, TV, and phone provider. This is the launch of a brand-new program at InteLogix, so you'd be joining as one of the very first team members and helping shape the team from day one. In this role, you'll be the first point of contact for our client's residential customers, troubleshooting connectivity, router, and service issues in real time via phone, text chat, and email. You'll deliver the kind of calm, empathetic support that turns a frustrated call into a great customer experience. This is a fast-paced, high-volume environment, so we're looking for people who are naturally curious problem-solvers, communicate clearly under pressure, and genuinely enjoy helping people.

Requirements

• High school diploma or GED required
• 1+ year of experience in a fast-paced, customer-facing support role (call center, retail, or technical support) preferred, ideally including hands-on troubleshooting for a specific product or service (e.g., internet/telecom, cable, IT helpdesk, or similar)
• Strong analytical and logical problem-solving skills
• Excellent written and verbal communication skills, with the ability to guide customers through troubleshooting steps clearly and patiently
• Working knowledge of routers, home networking basics, and general computer literacy
• Proven ability to multi-task and stay composed under pressure in a high-volume environment
• Candidates must be able to commute reliably to our El Paso, TX office
• Candidates must be available to work a full-time, five-day schedule that includes at least one weekend day (Saturday or Sunday)
• Strong attendance and reliability required, as this role depends on consistent, on-time coverage to support our client's customers
• A customer-first mindset and high standard of professionalism across phone, email, and in-person interactions

Responsibilities

• Respond in real time to customer inquiries via phone, text chat, and email, providing top-tier customer service
• Assess the urgency of each customer issue and provide calm, professional, and courteous solutions
• Troubleshoot and resolve issues the same day whenever possible to minimize the need for an on-site technician visit
• Diagnose and resolve router and home networking issues, including setup and configuration
• Guide customers through provisioning, rebuilding, and portal account setup
• Document all customer interactions accurately within the Tech Support Desktop system
• Maintain a high standard of customer satisfaction in line with our client's Repair Tech Support guidelines
• Perform other duties as assigned

Benefits

• Paid Training
• Medical, Dental, and Vision Insurance
• Paid Time Off
• Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED