Technical Support Representative (Contact/Call Center)

Ezee Fiber•Houston, TX

About The Position

Ezee Fiber is seeking someone passionate about technology and customer service. Ezee Fiber is on the lookout for a dynamic Technical Support Representative (TSR) Contact/Call Center to lead our team of dedicated, customer-focused professionals. As the first point of contact for our valued customers, you'll deliver exceptional support with your technical expertise and unwavering commitment to outstanding customer service.

Requirements

High school diploma or equivalent, one-to-three years of proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
Communication Pro: Excellent communication and interpersonal skills.
Analytical Mind: Ability to leverage data for decision-making.
Tech-Savvy: Proficiency in using software and Microsoft Office Suite.
Adaptable: Thrive in a fast-paced and ever-changing environment.
Independent Worker: Ability to work independently with minimal supervision.
Multitasker: Excellent multitasking, prioritization, and time management abilities.
Detail-Oriented: Strong attention to detail and organizational skills.

Responsibilities

Master Telecommunications: Dive deep into telecommunications, infrastructure, and backbone technologies.
Troubleshoot Like a Pro: Analyze and resolve customer issues with precision and efficiency.
Flex Your Schedule: Adapt to company demands with a flexible schedule, including evenings, third shifts, and weekends.
Deliver Exceptional Service: Provide top-notch customer service experiences and assist customers with their technical questions.
Document Everything: Accurately record all customer interactions, troubleshooting steps, and resolutions in our CRM.
Train and Support: Help train new team members on technical procedures and customer service best practices.
Escalate When Needed: Recognize and escalate complex or persistent issues to higher-level technical support or engineering teams.