Technical Support Representative

Earthlink’s Customer Support Representative provides top-notch technical support to our business customers and ensures the smooth operation of our telecommunications services. The ideal candidate will manage customer interactions, troubleshoot technical issues, and perform various tasks related to network monitoring and maintenance. In this role, you will provide technical support among in our office located at 1799 Enterprise St, Athens, TX 75751. This is a full-time, permanent position with a schedule of Monday through Friday from 8:00 a.m. until 5:00 p.m. and a permanent schedule of Monday through Friday from 9:00 p.m. until 6:00 a.m. Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Diagnose and resolve basic network and modem functionality issues.
• Walk customers through common hardware and software configurations to maximize service functionality.
• Document call details and update account information in the computer system.
• Keep customers informed of progress by checking and communicating the status of a work order or trouble ticket.
• Place follow-up calls to customers after work order or trouble ticket is completed to ensure service has been restored
• Escalates appropriate technical issues to Tier 2 support when necessary.
• Perform site surveys.
• Assist customers with product inquiries in-person, by telephone or email.
• Contribute to our 24 x 7 support by participating in rotating on-call shifts
• Ability to pass pre-employment background check & drug screen.

• High School Diploma or GED.
• A passion for technology.
• Excellent verbal and written communication.
• Proficient with Microsoft Office products, including Outlook, Word and Excel.
• Ability to manage multiple tasks in a fast-paced environment.
• Ability to pass the pre-employment background check, including a pre-employment drug test.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance, Compensation & Benefits The hire in rate for this position is $13 per hour. You will also receive access to full and comprehensive benefits including health, dental, vision; life, disability insurance, on the first day of the month after you’re hired. We also offer paid time off & a 401(k) with a generous company match.