Technical Support Agent
Role details
Job location
Tech stack
Job description
Join Nextlink as a Technical Support Agent, where you'll be the voice of our customer experience and the first line of support for customers using our internet services. You don't need prior call center or ISP experience - we provide full training. If you're tech-savvy, love solving problems, and want a role that builds real networking and troubleshooting skills, this is a great fit.
You'll help customers with connectivity issues, answer questions about their services, and ensure a smooth, positive experience with every interaction.
What You'll Do
- Deliver exceptional customer service in every phone, email, chat, or social media interaction.
- Perform step-by-step troubleshooting for no-connection, intermittent, slow-speed, or fiber connectivity issues.
- Create and manage customer issue tickets using company support tools.
- Diagnose and resolve residential and business customer internet issues.
- Assist with plan upgrades/downgrades based on customer needs.
- Schedule service appointments for field technicians.
- Maintain accurate documentation of customer interactions and solutions.
- Complete additional duties as assigned.
Requirements
- Curiosity and comfort with internet, Wi-Fi, computers, or basic networking (professional or personal experience).
- Strong communication and problem-solving skills.
- Ability to stay calm, positive, and customer-focused.
- Experience in customer service is a plus - not required.
- Ability to sit for extended periods and work in an office environment.
Benefits & conditions
Pulled from the full job description
- Paid training
- Referral program
- Parental leave
- 401(k)
- Health insurance
- 401(k) matching
- Paid time off, Why You'll Enjoy Working at Nextlink
- Fully paid training during your first three weeks at our Fort Worth office
- Growth path into advanced technical support, quality assurance, leadership, training, or field roles
- Supportive team environment with leaders focused on developing your skills
- Bilingual Pay Incentive: Candidates who pass our bilingual assessment will receive an additional $1.00/hour
Great benefits package including :
- 401(k) + Company Match
- Health, Dental, and Vision insurance
- HSA option
- Life insurance
- Paid time off & parental leave
- Employee discounts
- Employee Assistance Program
- Referral bonuses
Work Hours
- Full-time, 40 hours per week
- Stable schedules with opportunities for overtime based on business need
EEO & Workplace Standards
Nextlink is an Equal Opportunity Employer. We value diversity and are committed to a workplace free of discrimination and harassment. We maintain a drug-free workplace to ensure a safe, productive environment.
Job Type : Full-time, * 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Referral programVision insurance
Additional Pay:
A $2.00/hour shift differential is applied to any hours worked after 6:00 PM, any day of the week.