Technical Support Representative (Contact/Call Center)

At Ezee Fiber, you'll do more than build a career; you'll help shape the future of connectivity. Every team member plays a vital role in delivering reliable, high-speed internet and exceptional customer experiences. Whether in the field, in the office, or behind the scenes, you'll be part of a collaborative team that values innovation, professional growth, and making a meaningful impact in the communities we serve.

OUR VALUES

At Ezee Fiber, our success is built on delivering Speed, Simplicity, and Service in everything we do. Guided by our core values of Integrity, Compassion, Accountability, and Collaboration, we empower our employees to do the right thing, support one another, take ownership of their work, and work together to deliver exceptional experiences for our customers and the communities we serve.

Job Summary

Ezee Fiber is seeking a Technical Support Representative (Contact/Call Center) to be part of a team of high-energy, customer-oriented professionals. As the first point of contact for customers with service inquiries, TSR will deliver exceptional support with both technical expertise and a commitment to outstanding customer service.

Essential Functions

• Understand telecommunications, infrastructure, and backbone technologies.
• Properly analyze and troubleshoot customer issues.
• Maintain a flexible schedule to meet company demands, including evenings, third shifts, and weekends.
• Focus on delivering an exceptional customer service experience and assist customers with technical questions.
• Document Customer Interactions: Accurately document all customer interactions, troubleshooting steps, and resolutions in the company’s CRM.
• Provide Training and Support: Assist in training new team members in technical procedures and customer service best practices.
• Escalate Complex Issues: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams when necessary.
• Stay Updated on Product Knowledge: Keep current with new service offers, technology updates, and best practices to deliver informed support.
• Participate in Continuous Improvement: Provide feedback to improve processes and enhance the customer experience, contributing ideas for optimizing support workflows.
• Perform other duties as required.

Education and Experience Requirements: High school diploma or equivalent, one-to-three years of proven experience in technical support roles, preferably in the telecommunications or FTTH industry.

• Communication Pro: Excellent communication and interpersonal skills.
• Analytical Mind: Ability to leverage data for decision-making.
• Tech-Savvy: Proficiency in using software and the Microsoft Office Suite.
• Adaptable: Thrive in a fast-paced and ever-changing environment.
• Independent Worker: Ability to work independently with minimal supervision.
• Multitasker: Excellent multitasking, prioritization, and time management abilities.
• Detail-Oriented: Strong attention to detail and organizational skills.

The physical requirements described here are representative of those that must be met by an associate to successfully perform the essential functions of the job. While performing the duties of the job, the associate is required on a daily basis to analyze and interpret data, communicate, and remain in a stationary position for a significant amount of the workday and frequently access, input, and retrieve information from the computer and other office productivity devices. The associate is regularly required to move about the office and around the corporate campus. The associate must frequently move up to 10 pounds and occasionally move up to 25 pounds.

TOTAL REWARDS

• 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