Tier 1 Technical Support Representative

VXI Global Solutions

14h

About The Position

It's fun to work in a company where people truly BELIEVE in what they are doing! We're committed to bringing passion and customer focus to the business. 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.

Requirements

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 30 WPM with 85% accuracy or higher
Ability to follow direction, accept coaching, and apply feedback
High School Diploma or equivalent required
Ability to work in a 24/7 call center environment, including evenings, weekends, and holidays
Fast-paced, customer-facing role requiring sustained phone and system use

Nice To Haves

College coursework or degree beneficial but not required

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