About this role
Key Responsibilities:
- Provide professional and responsive support to customers by phone, email, ticket, and other supported communication channels.
- Assist customers with billing questions, account information, service changes, payments, and other general account needs.
- Perform frontline troubleshooting for internet connectivity, Wi-Fi, and customer-premise equipment.
- Use company systems and network-management tools to review ONT status, Wi-Fi performance, optical levels, and other information necessary to diagnose customer issues.
- Reboot ONTs, gateways, and Wi-Fi equipment and perform other approved remote troubleshooting activities.
- Assist customers with Wi-Fi settings, including SSID and password changes and basic connectivity troubleshooting.
- Verify physical connections and guide customers through appropriate troubleshooting steps.
- Identify customers affected by known network incidents and provide accurate outage and restoration information.
- Determine when an issue requires Tier 2 or field support and provide a complete, well-documented escalation.
- Create, update, and maintain accurate customer tickets, account notes, troubleshooting records, and resolution information.
- Follow established troubleshooting, escalation, customer verification, credit, and account-management procedures.
- Take ownership of customer issues and work toward resolution rather than unnecessarily transferring or escalating contacts.
- Communicate technical information clearly to customers regardless of their level of technical knowledge.
- Identify recurring customer or service issues and escalate trends that may indicate a broader network or operational problem.
- Maintain working knowledge of Novos Fiber products, services, equipment, systems, policies, and support procedures.
- Participate in ongoing technical and customer-service training as the Tier 1 support function continues to expand its capabilities.
- Maintain a professional, courteous, and customer-focused approach during both routine interactions and service-impacting events.
- Perform other duties and responsibilities as assigned.
Qualifications and Experience:
- Previous customer service, call center, helpdesk, telecommunications, or technical support experience preferred.
- Strong customer-service and problem-solving skills.
- Comfortable learning and using multiple software and technical-support platforms.
- Basic understanding of home networking, Wi-Fi, and internet connectivity preferred.
- Ability to follow technical troubleshooting procedures and accurately document work performed.
- Strong verbal and written communication skills.
- Ability to remain organized and professional while handling multiple customer needs and priorities.
- Ability and willingness to learn increasingly technical troubleshooting responsibilities.
What We Offer:
- A vibrant, growing, and supportive work environment where innovation and initiative are encouraged
- Competitive salary and benefits package
- Opportunities for professionals development and growth
- The chance to make a significant impact in communities by enhancing connectivity and fostering partnerships