Technical Support Representative

Description

Tier 1 Technical Support Representative

Company Overview

Tachus Fiber Internet (“Tachus”) is seeking an outstanding individual to fill the role of Tier 1 Technical Support Representative.  Tachus is a fiber broadband internet provider delivering service to the Greater Houston area since 2018.  Tachus is dedicated to enhancing the lives of its customers through best-in-class access to fast, reliable digital services and unmatched customer service.  This approach has resulted in Tachus' industry leading Net Promoter Score from its rapidly growing customer base of over 46,000 households.  The candidate will be joining a team that brings decades of IT, infrastructure, and technology experience with a proven track record of building and growing highly successful businesses.

The Tier 1 Technical Support Representative responsibilities will include providing high-quality technical assistance, support, and excellent customer service in a bustling call center environment. The job requires a strong foundation in technical knowledge and a genuine interest in technical concerns.  You must possess the necessary skills and passion to tackle the intricacies of the role effectively.  Strong teamwork skills are crucial for successful collaboration across the organization to address customer inquiries and further Tachus’ objectives. In addition to serving as the first point of contact for technical requests received via various channels, you may also assist other internal teams such as senior NOC Agents, Field Service Techs, Customer Service, Sales, or Marketing as needed. This position offers a unique opportunity to combine care agent and tech support roles, presenting a rewarding entry-level opportunity in technology.

Roles and Responsibilities

• Serve as the first point of contact for incoming customer communications who are experiencing a network or hardware challenge
• Diagnose and troubleshoot network or hardware issues as part of customer triage
• Efficiently resolve customer issues, while managing potential customer escalations through critical thinking and multitasking
• Redirect non-technical support calls to the appropriate channels
• Document all client interactions in the ticketing system
• Contribute to the knowledge base regarding any known or ongoing failures or problems being experienced in customers’ homes
• Embrace opportunities to identify customer needs and recommend relevant service upgrades, such as enhanced packages and Wi-Fi solutions
• Perform additional administrative tasks as required in a timely fashion

Qualifications

Knowledge and Experience

• High school diploma/GED required
• Proven troubleshooting, problem-solving, and verbal communication skills
• Basic network-level technical support experience, including diagnosing and troubleshooting WAN and LAN connectivity, modems and optical network terminals, routers, switches, firewalls, and security issues
• Familiarity with ticketing systems and prior experience in an IT-related technical support position (preferred)
• Exceptional customer service skills
• Ability to thrive in a fast-paced environment

Working Conditions

• Full-time position, 40 hours per week
• Starting pay at $19.80 per hour
• Fixed schedule promoting a balanced work-life
• Free home Tachus Fiber Internet (where available)
• Benefits package includes medical, dental, vision, life, disability, and paid time off
• Starting at 10 days paid time off per year

Join a market distruptor and enjoy competitive compensation and comprehensive benefits including medical, dental, vision, 401k, disability, critical illness, accident benefits and paid-time-off, in a fun, flexible work environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran. Starting Pay is based on experience. This is an in-person full-time position located in The Woodlands, Texas. Relocation will not be provided. Must be authorized to work in the United States and pass a background and drug screen.

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