Customer Technical Support Representative - Tier 1

As we continue to expand, we’re looking for highly motivated Customer Support Representatives (CSRs) to join our team at our Denton, TX office.

If you’re a Technical Support Professional, who is passionate about Helping People, Solving Problems, and Making a Difference in the communities we serve, We want to hear from you!

NOTE: This position(s) are for IN-OFFICE, NON-REMOTE, NON-HYBRID employment in a Professional Office Environment.

All Applicants must be willing and able, to pass All Pre-Employment Screening, up to, or including: Federal, State & Local Background Checks, Certification Verifications, Reference Checks.

What You’ll Do:

Tier 1 Customer Support Representatives are typically entry-level professionals who act as the “front line” of network support. They handle high-volume, low-complexity tasks and are expected to resolve issues quickly or escalate them efficiently. In a 24/7 Network Operations Center (NOC), they might work night shifts to ensure constant coverage.

Typical Job Tasks & Responsibilities, include:

Initial Incident Response and Troubleshooting

• Serve as the first point of contact for network-related issues reported by users, customers, or automated systems.
• Perform basic diagnostics to identify common problems like connectivity issues, slow performance, or hardware malfunctions (e.g., rebooting routers, checking cable connections).

Network Monitoring

• Monitor network performance using tools like Nagios, or Zabbix to detect alerts such as downtime, high latency, or bandwidth overuse.
• Respond to real-time notifications from network management systems and take initial corrective actions.

Ticket Management

• Log, categorize, and prioritize support tickets in a ticketing system based on severity and impact.
• Update tickets with initial findings and resolution steps or escalate them to Tier 2 if beyond basic scope

Basic Configuration and Maintenance

• Perform simple network device configurations, such as setting up IP addresses, resetting passwords, or enabling/disabling ports under supervision.
• Assist in routine maintenance tasks like firmware updates or backups as directed by higher tiers

Customer and End-User Support

• Communicate with end-users or customers to gather information about reported issues (e.g., “Can you ping the server?” or “Is the Wi-Fi light on?”).
• Provide basic guidance, such as restarting devices or checking physical connections, in a clear and professional manner.

Escalation to Higher Tiers

• Recognize when an issue exceeds Tier 1 expertise (e.g., complex routing problems, hardware failures) and escalate to Tier 2 or Tier 3 with detailed notes.
• Follow escalation protocols and ensure proper handoff to minimize resolution time.

Documentation and Knowledge Base Updates

• Document common issues and their resolutions to contribute to a knowledge base for future reference.
• Follow standard operating procedures (SOPs) provided by senior engineers or management.

Basic Security Monitoring

• Report suspicious activity (e.g., unusual login attempts, traffic spikes) to security teams or higher tiers.
• Perform initial checks like resetting compromised user credentials under guidance.

Hardware and Connectivity Checks

• Verify physical network components (e.g., cables, switches, routers) for obvious issues like loose connections or power failures.
• Coordinate with field technicians or on-site staff for hands-on tasks when remote fixes aren’t possible.

Do you have experience in Customer support?, * Strong customer service and communication skills. You’re empathetic, patient, and great at explaining things in a way anyone can understand.

• A problem-solver with basic technical aptitude. You enjoy helping people figure things out and can guide them through troubleshooting steps with ease.
• Detail-oriented and organized. You know how to keep accurate records and follow up where needed.
• Comfortable identifying upsell opportunities and introducing customers to services that can improve their experience.
• A team player who’s flexible and willing to support other departments, especially our Inside Sales team, as we continue to grow.Required Experience:
• Previous Customer Technical Support experience (Call Center or Help Desk preferred).
• Basic knowledge of internet services or tech troubleshooting is a plus.
• Sales or upselling experience is a bonus but not required-we’ll train the right person!
• Comfortable working on-site in our Denton, TX office., * Proven experience in technical support or help desk roles with strong problem-solving skills.
• In-depth knowledge of software troubleshooting across multiple operating systems such as Windows Server environments and macOS.
• Familiarity with computer networking concepts including TCP/IP, DNS, LAN/WAN management, VPNs, firewalls, and network security best practices.
• Hands-on experience managing computer hardware components and supporting desktop environments using tools like SCCM and GPO.
• Strong communication skills to clearly explain technical issues to non-technical users while maintaining professionalism.
• Ability to analyze complex technical problems quickly and efficiently resolve issues related to IT infrastructure or software applications.
• Knowledge of IT support tools such as ServiceNow, Jira, BMC Remedy for incident tracking and resolution workflows. Join us to be part of a vibrant team committed to delivering top-tier customer service while expanding your technical expertise in a rewarding environment!, * Are you willing & able to Pass Pre-Employment Background Screening?
• Do you currently possess any IT or Technology Certifications, or have you completed any previous IT/Technology Training or Educational Programs? If YES, Which Certifications/Training?
• Do you possess strong Verbal & Written English Language Skills?
• Are you willing to work IN-OFFICE, NON-REMOTE professional environment?

Experience:

• Help desk: 1 year (Preferred)
• Technical support: 1 year (Preferred)
• IP networking: 1 year (Preferred)
• IT support: 1 year (Preferred)

Language:

• English (Required)

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount
• Vision insurance, Why Work With ElektraFi?
• Be part of a growing company that’s making a real difference in rural communities.
• Opportunities for cross-training and advancement as we expand.
• Friendly, team-oriented office culture.
• Competitive pay and benefits.

Compensation: Competitive pay + potential for bonuses based on upsell and customer satisfaction metrics.

Ready to join a company that’s building the future of rural internet? Apply today and help us connect more communities across Texas and Colorado!, * 401(k)

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

ElektraFi is one of the fast-growing Rural Broadband Internet Service Providers (ISP) focused on bringing Reliable, High-Speed Internet to underserved rural areas.