Technical Support Representative (Contact/Call Center)

Ezee Fiber • Houston, TX

4d

About The Position

Ezee Fiber is seeking a customer-oriented Technical Support Representative to serve as a first point of contact for customers with service inquiries. The role provides technical assistance and troubleshooting while delivering an exceptional customer experience. The representative documents customer interactions and resolutions, helps train new team members, escalates complex issues, stays current on services and technology, and contributes feedback to improve support processes. The schedule must be flexible to meet company needs, including evenings, third shifts, and weekends.

Requirements

• High school diploma or equivalent.
• One to three years of proven experience in technical support roles.
• Excellent communication and interpersonal skills.
• Ability to leverage data for decision-making.
• Proficiency in software and the Microsoft Office Suite.
• Ability to thrive in a fast-paced and changing environment.
• Ability to work independently with minimal supervision.
• Excellent multitasking, prioritization, and time management abilities.
• Strong attention to detail and organizational skills.
• Legally authorized to work in the United States and must not require current or future employment visa sponsorship.

Nice To Haves

• Technical support experience in the telecommunications or FTTH industry.

Responsibilities

• Understand telecommunications, infrastructure, and backbone technologies.
• Analyze and troubleshoot customer issues.
• Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
• Deliver exceptional customer service and assist customers with technical questions.
• Accurately document customer interactions, troubleshooting steps, and resolutions in the company CRM.
• Assist in training new team members in technical procedures and customer service best practices.
• Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
• Stay current on service offers, technology updates, and best practices.
• Provide feedback and ideas to improve processes, customer experience, and support workflows.
• Perform other duties as required.

Benefits

• Competitive compensation package
• Comprehensive medical, dental, and vision benefits
• Employee Assistance Program (EAP)
• 401(k) with company match
• Paid time off and other generous benefit programs
• Tuition reimbursement

What This Job Offers

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