Technical Support Representative

The Universal Representative is responsible for providing technical support, billing, and general customer service assistance to Rise Broadband customers., * Respond to the wide range of customer inquiries from general customer care problem-solving, billing, rate plans, and basic technical support

• Reviewing customer billing ledger, answer questions and solving customer perceived issues
• Assist in right fitting customers to rate plans, equipment, and additional services
• Assist customers with customer portal concerns and missed next-steps
• Assist customer with technical support issues
• Own the entire customer problem, actively listening to the customer's specific request
• Empathetic people and customer soft skills
• Blend of interpersonal and professional skills.
• Help customers log into and understand how to self-service options.
• Provide technical support via telephone for VoIP, Internet, Web Hosting services, Email and Ethernet connections.
• Use proper judgment to set up onsite service calls/equipment replacement as needed.
• Update and maintain account details with accurate data.
• Process additions, cancellations, and reconciliations of active customers.
• Always maintains a professional demeanor and is punctual and reliable for your team members.
• A driven individual who cares passionately about providing a high-level of customer service
• Communicate with all other company departments regarding operations issues.
• Adherence to all policies and procedures.

Do you have experience in Wireless networking?, * Strong computer skills; 1-2 years related experience preferred.

• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
• Basic understanding of debits and credits.
• Keyboard and/or typing skills 30 wpm a plus.
• Exceptional communication skills.
• Ability to listen and build rapport with customers.
• Basic understanding of IP address schemes, network fundamentals, network hardware and Wi-Fi networks, email concepts and configuration.
• Work requires weekend and/or evening work., * Customer service: 1 year (Preferred)
• Technical support: 1 year (Preferred)
• Call center: 1 year (Preferred)

Pulled from the full job description

• Paid training
• Referral program
• On-the-job training
• 401(k)
• Health insurance
• Paid time off
• Vision insurance, Employee remains in the sitting position for prolonged hours. Employee is required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear on a regular basis. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, depth perception and the ability to adjust focus.

Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer:

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to view our Benefits at the following link: https://www.risebroadband.com/careers/benefits

Job Type: Full-time

Pay: From $20.00 per hour

Expected hours: 40 per week, * 401(k)

• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• This role may include after hours or weekend shifts. Are there any day/times you are unable to work?
• This class will be starting April 6th, 2026. This is a 100% onsite position in Irving, TX. Are you comfortable with this?
• This is a 2nd shift position with schedules typically starting at 12:30-1:30 pm CT and ending at 9:00-10:00 pm CT. Does this work for you?