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# Tier 1 Support

- **Company:** i3 Broadband
- **Location:** East Peoria, IL, United States
- **Salary:** $35,360.0 - $39,520.0
- **Contract:** Permanent contract
- **Skills:** Computer Literacy, Desktop Computing, Issue Tracking Systems, Home Networking
- **Published:** September 30, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e54257c1da34ed06

## About the Role

* Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results.
 * Inquisitive and analytical with a passion for technology.
 * Delight in providing outstanding customer satisfaction.
 * Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
 * Must be computer proficient with a basic and diverse understanding of consumer electronics.
 * Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries.
 * Ability to work independently and maintain confidentiality.
 * Ability to handle and prioritize multiple tasks each day.
 * Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand.
 * Must be detail-oriented and work as part of a team.
 * Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule.
 * Willing to train, accept feedback and learn the job according to i3 standards., * No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.
 * High School diploma/GED
 * Must have a clean driving record and the ability to pass a criminal background check.

Physical Requirements:

 * Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day.
 * Ability to communicate orally and in writing.
 * Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.

## Description

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services., * Handle customer inquiries promptly and effectively through various communication channels.

 * Maintain up-to-date and accurate customer records.
 * Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
 * Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
 * Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments.
 * Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support.
 * Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
 * Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times.