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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Fiber Technical Support Specialist - **Company:** NORTHCENTRAL ELECTRIC COOPERATIVE - **Location:** Olive Branch, MS, United States - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** VoIP, Cloud Computing, Computer Programming, Computer Networks, Computer Terminals, Customer Data Management, Desktop Computing, Ethernet, Network Topologies, Issue Tracking Systems, Network Interface, Salesforce.Com, Wi-Fi Technology, Network Routers, Computer Equipment, Information Technology - **Published:** June 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=5640b663b5cf68b2 ## About the Role Do you have a valid Driver's License license?, Do you have experience in Writing skills?, Do you have a High school diploma or GED?, * Must have High School Diploma or G.E.D Certificate. * 6+ years work experience in the telecommunications industry providing technical support is preferred. * Ability to timely identify issues, test, troubleshoot, service and repair end user devices, software, operating systems, Fiber and VOIP. * Must have very strong telecommunication skills, must be able to balance multiple, complex and time sensitive duties all at the same time. * Must have understanding of communication networking components such as routers, LAN topology, Ethernet and Network Interface cards, as well as a working knowledge of PC hardware/software functionality. * Experience with phone programming which includes setting Auto Attendants, Hunt Groups, phone button programming (like speed dial, BLF, one touch transfer, etc., Contact Centers.) * Experience with Hosted/Cloud based VOIP services. * Basic knowledge of networking, POE switch's and QOS. * Must develop knowledge of programs and services offered by Northcentral Connect, Calix experience preferred. * Must be able to handle the public in a courteous and effective manner and have experience with challenging interpersonal situations using flexibility to create positive outcomes for the customer. * Must be able to communicate effectively both orally and in writing. * Must interact effectively with other team members. * Must be able to work effectively in highly stressful situations, multitask, and have excellent organizational skills. * Proficiency in the use of personal computers and Microsoft Windows applications, Android and/or Apple tablet (iPad) and related devices. * Expects change both internal and external and adapt positively. * Must be able to sit at a workstation for extended periods of time while working at computer terminal assisting internal and external customers. * Must possess valid driver's license. ## Description * Perform level II & III Connect Customer Service and use independent judgement to determine if issues need to be referred to Operations or Information Technology departments. * Work with residential/business subscribers and our installers through a troubleshooting process and working together to rectify problems. * Identify effective solutions and offering clear explanations to subscribers and employees. * Provides technical assistance to residential/business customers who experience technical problems with services such as Wi-Fi, streaming services and devices, and basic equipment and service concerns. * Work with customers by telephone and electronically to isolate/resolve problems with the equipment at a customer location, understanding PC components and functionality. * Reset and clean used devices to go back in the field. * Work with subscribers to schedule repair calls and truck rolls for Northcentral Connect. * Assist in provisioning ONT's based on customer orders, issues and subsequent changes to service. * Create service orders in the system for new connects. * Receive construction drop information from outside contractors. * Assist Fiber Services Coordinator with Sales Force responsibilities when needed. * Use ISPN Net (call center) ticketing system to document/resolve residential/business customer issues. * Determines portability of existing phone numbers and arranges port or assignment of new and temporary phone service numbers as appropriate, educating customers about the process. * Ensures all customer data is entered accurately in the UPN system. * Coordinates with other internal departments and other employees as needed for maintenance and installation issues, work toward a timely resolution of customer issues, and coordinate with ISPN Net (call center) with escalations of other customer issues. * Identifies opportunities for process improvements and work with other team members to develop and implement best practices. * Continually assess and address all quality of service issues to ensure a continued high level of customer service and satisfaction, working within the guidelines of Northcentral Connect and all departments therein to meet the needs of the customer. * Work with residential/commercial accounts in the areas of broadband needs for new and existing homes/businesses. * Responsible for setting up the business phone and business internet systems and provisioning services according to the project plan provided. * Maintain records for commercial accounts, contacts and other pertinent information. Non-Essential Functions: 1. 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