Representative, Technical Support I

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Rise Broadband is dedicated to delivering exceptional customer experiences and innovative solutions. We are looking for skilled and customer-focused Tech Support Representatives to join our growing call center team in the Dallas, TX metro area.

The Technical Support Representative I provides frontline support to customers for VoIP, Internet, Web Hosting, Email, and Ethernet services. In addition to technical troubleshooting, this role will also assist with account-related inquiries and general customer service needs. The ideal candidate enjoys problem-solving, can explain solutions clearly, and is committed to creating a positive customer experience.

Essential Duties / Responsibilities

• Answer inbound customer calls and emails, providing technical support for VoIP, Internet, Web Hosting, Email, and Ethernet connections.
• Walk customers through problem-solving steps in a clear and approachable way.
• Support account-related inquiries, including billing questions, plan details, and service changes.
• Guide customers in using self-service tools and resources.
• Update and maintain accurate customer account records in the CRM system.
• Process account changes, such as additions, cancellations, and reconciliations.
• Use judgment to schedule onsite service calls or arrange equipment replacements as needed.
• Escalate complex or unresolved issues to higher-tier support teams.
• Communicate with internal departments regarding operational or service-impacting issues.
• Adhere to company policies, procedures, and performance metrics (FCR, AHT, CSAT, schedule adherence).
• Perform other duties as assigned.

Job Requirements

Equipment Requirements

Working Conditions

Rise Broadband is an equal opportunity employer and welcomes applications from diverse candidates.

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