Customer Support Specialist

Job Title: Tier 2 Customer Support Specialist

About the Role

We are looking for a customer-focused, technically skilled Support Specialist to join our customer service team. As the first point of contact for existing Fiber and Fixed Wireless customers, you will provide exceptional customer service while troubleshooting internet, Wi-Fi, voice, and network-related issues, and handling billing and account matters. As the first point of contact for potential Fiber and Fixed Wireless customers, you will answer new service inquiries and intake new service requests.

This role combines traditional Tier 1 customer support with select Tier 2 technical responsibilities, making it ideal for someone who enjoys solving technical problems, helping customers, and expanding their networking knowledge. You'll work closely with our Network and Operations teams to ensure customers receive prompt, professional, and effective support.

Responsibilities

• Answer inbound customer calls, tickets, and texts in a professional and courteous manner.
• Troubleshoot residential and business Fiber-to-the-Home (FTTH) and Fixed Wireless internet services.
• Assist customers with new service requests, equipment setup, account management, password resets, billing, and general support inquiries.
• Diagnose and resolve internet, Wi-Fi, VoIP, email, and network connectivity issues.
• Perform advanced troubleshooting of customer premises equipment (CPE), including routers, ONUs, wireless radios, access points, and VoIP adapters.
• Analyze signal levels, optical power, wireless link quality, latency, packet loss, bandwidth utilization, LAN connectivity, and service performance to identify root causes of connectivity issues.
• Utilize remote management tools to reboot, configure, update firmware, and troubleshoot supported customer equipment.
• Coordinate with Field Technicians and the Network & Operations Teams to resolve service-impacting issues efficiently.
• Escalate infrastructure outages and complex technical issues when appropriate while maintaining ownership of the customer experience.
• Schedule repair appointments when onsite service is required.
• Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing/CRM system.
• Educate customers on Wi-Fi optimization, equipment placement, and best practices.
• Contribute to improving internal documentation and troubleshooting procedures.
• Stay current on company products, networking technologies, and support processes.

Qualifications Required

• High school diploma or equivalent.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Basic understanding of Windows, macOS, mobile devices, and computer hardware.
• Working knowledge of networking fundamentals, including: TCP/IP, DHCP, DNS, NAT, Wi-Fi, Ethernet, Routers and switches
• Ability to troubleshoot wired and wireless connectivity issues using a logical, customer-focused approach.
• Strong attention to detail and organizational skills.
• Ability to multitask in a fast-paced environment while maintaining professionalism.
• Willingness to work some holidays as needed.

Preferred

• 1–3 years of experience in an ISP, telecommunications, managed services, or technical support environment.
• Experience with customer provisioning systems, CRM platforms, and ticketing systems.

What We're Looking For

The ideal candidate:

• Enjoys helping customers and delivering exceptional service.
• Has a passion for technology and troubleshooting.
• Thinks critically and approaches problems methodically.
• Learns quickly and adapts to new technologies.
• Works well independently and collaboratively.
• Maintains a positive, professional attitude during challenging customer interactions.
• Takes ownership of issues and follows them through to resolution.

What We Offer

• Competitive pay based on experience.
• Paid training and ongoing technical development.
• Optional group health, dental, vision, life, and disability insurance.
• 2 weeks paid vacation (once accrued).
• Retirement plan.
• Supportive team environment with opportunities to expand your technical skills.
• Work with Fiber and Fixed Wireless technologies in a growing regional ISP.

Schedule

• Full-time - 3 to 4 week days Saturdays
• Some holidays as business needs require.
• On-site initially followed by hybrid or fully remote work opportunities based on performance.

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Vision insurance

Work Location: Hybrid remote in Asheville, NC 28806

Salary : $20 - $23