Technical Customer Support Representative

The Customer Support Representative (IT-Focused) provides customer service, Tier 1 technical support, billing assistance, field dispatch, CRM documentation, and inbound sales support from our Ukiah office. This role helps internet subscribers resolve account, equipment, scheduling, payment, and connectivity questions while coordinating timely service and appropriate technical escalations.

Pay range: $20.00-$22.00 per hour. This is the good-faith hourly range Wi-Fiber reasonably expects to pay upon hire. Final pay is based on job-related experience, skills, internal equity, and business needs. Salary history is not requested or considered.

What You Will Do:

• Respond to customer questions by phone and during in-office visits; identify needs and provide accurate next steps.
• Deliver Tier 1 technical support for account access, equipment setup, power cycling, and internet connectivity issues.
• Verify account and billing information; process authorized card, cash, and check payments and collection follow-up.
• Coordinate installation, service, and maintenance appointments for field technicians and communicate schedule changes.
• Prepare service quotes, respond to inbound sales interest, and complete appropriate customer follow-up.
• Maintain accurate CRM records for contacts, resolutions, cancellations, technician issues, and call trends.
• Monitor network alerts, document possible outages, and escalate issues to network operations personnel.

• Clear verbal and written communication, active listening, de-escalation, and customer education skills.
• Ability to learn internet service products, CRM tools, billing systems, and basic networking concepts.
• Accuracy with data entry, payment processing, scheduling, documentation, and confidential information.
• Ability to prioritize concurrent requests, follow procedures, and recognize when escalation is required.
• Basic knowledge of Wi-Fi, routers, modems, IP connectivity, or network troubleshooting is preferred.
• Customer service, help desk, call center, retail, or related experience is preferred; transferable experience is considered.

Pulled from the full job description On-the-job training Professional development assistance 401(k) Health insurance Paid time off Flexible schedule, Work is primarily performed in an office and customer-service environment. The employee regularly uses a computer and telephone, communicates with customers and team members, and reviews and enters screen-based information.

• Regularly sit or stand, communicate, view screens, and perform keyboard and fine-motor tasks.
• Occasionally move about the office, reach, bend, and lift, carry, push, or move items up to 15 pounds.
• A daytime or morning schedule is expected. Flexible scheduling may be available based on business needs and mutual agreement.

Benefits may include 401(k), health insurance, paid time off, on-the-job training, professional development assistance, and flexible scheduling, subject to eligibility requirements and plan terms.

Reasonable accommodations are available to qualified applicants and employees for the application process and to perform essential job functions.

Wi-Fiber is an equal opportunity employer. Employment decisions are based on qualifications, merit, and business needs, without unlawful discrimination, harassment, or retaliation based on any characteristic protected by federal, California, or local law.

Wi-Fiber will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act. Criminal history disclosure or a background check is not requested before a conditional job offer.

Apply to join the Ukiah Wireless by Wi-Fiber customer support team.

Pay: $20.00 - $22.00 per hour

Benefits:

• 401(k)
• Flexible schedule

Ukiah Wireless by Wi-Fiber provides internet service and customer support to communities in Lake and Mendocino counties. Our team combines local service with practical technology solutions. We value clear communication, accurate follow-through, continuous learning, and respectful support for customers and coworkers.