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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. This role is located onsite in Morrow, GA.
What you'll get
Competitive hourly base pay + bonus opportunities after training
Full health benefits (Medical, Dental, Vision)
Cell phone benefits ($25/month per line; restrictions may apply)
Referral for Life Program™ and abundant advancement opportunities
What you bring
High School Diploma or equivalent required
1 - 2 years minimum previous customer service call center experience
1+ years of previous tech support experience preferred
Ability to type 35 WPM with 90% accuracy or higher
Open availability to work any time within our operating hours outlined below
Operating hours
Monday-Sunday, 8:00 a.m.-8:00 p.m. EST
Training
4 weeks, typically Tuesday - Saturday, 8:00 a.m.-5:00 p.m. EST (subject to change based on business needs)
Attendance: 100% required
What you'll do
Technical Support &
Troubleshooting
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
Customer Service &
Account Support
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
Billing &
Payments Support
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
Documentation &
Systems Navigation
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
Knowledge, Skills and Abilities
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 35 WPM with 90% accuracy or higher
Ability to follow direction, accept coaching, and apply feedback
Work Environment &
Schedule Requirements
Ability to work in a 24/7 call center environment, including evenings, weekends, and holidays
