Representative, Technical Support I

Application deadline : 10 / 10 / 2025 or until filled

General Summary

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

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link :