Technical Support Representative
About The Position
As a Technical Support Specialist, you will be the first line of support for customers experiencing internet, WiFi, TV, and phone connectivity issues. In this role, you will combine technical troubleshooting skills with outstanding customer service to diagnose and resolve problems related to WiFi networks, routers, modems, internet connectivity, digital TV services, and home phone systems. You’ll guide customers through step-by-step troubleshooting, identify root causes of technical issues, and deliver solutions that restore service quickly and effectively, all while creating a friendly and supportive experience for every customer interaction. We are currently offering a variety of shift options; our team supports customers 24/7.
Requirements
- Strong technical troubleshooting and analytical problem-solving skills
- Working knowledge of home networking concepts including WiFi, routers, modems, internet connectivity, TV equipment, and VoIP or home phone systems
- Ability to clearly explain technical concepts to non-technical customers
- Strong communication, patience, and empathy when assisting customers
- Ability to multitask and remain organized in a fast-paced support environment
- A customer-first mindset—you enjoy solving problems and helping people stay connected
- Minimum 2 years of technical support, IT help desk, ISP support, or related experience required
- 18+ years old
- High school diploma or equivalent
- Ability to work remotely from home in a quiet, distraction-free environment
- Reliable high-speed internet connection
Responsibilities
- Provide technical support to customers via phone
- Diagnose and troubleshoot internet connectivity, WiFi performance, TV service, and phone-related issues
- Assist customers with modem, router, TV equipment, and phone service setup, configuration, and troubleshooting
- Walk customers through step-by-step troubleshooting to resolve connectivity and service problems
- Identify root causes of technical issues and recommend effective solutions
- Escalate advanced technical issues when necessary while maintaining ownership of the customer experience
- Educate customers on best practices to improve home WiFi performance, TV reliability, and phone service quality
- Accurately document troubleshooting steps, solutions, and customer interactions in internal systems
- Deliver friendly, patient, and professional support during every customer interaction
Benefits
- 401(k) plan
- Health, dental, and vision insurance
- Paid time off and referral bonuses
- Hands-on, paid training and development
- Employee-exclusive benefits
- Free T-Mobile service
- Upward Child Care Assistance Program
- ibex Perkspot discounts and more!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
