Technical Service Representative
Ezee Fiber is seeking a Tier I Technical Service Representative (TSR) to be part of a team of high-energy, customer-oriented professionals. The Technical Support Representative is the first point of contact for customers and others who contact us with service questions. This support is provided while working the overnight shift.
About Ezee Fiber
Founded in 2021, Ezee Fiber is a rapidly growing Houston-based fiber telecommunications company that provides affordable and reliable multi-gig internet service to residential, business and government customers through its 100 percent fiber-optic network. Ezee Fiber is built upon a foundation of exceptional customer service, lightning-fast internet speeds, and straightforward, transparent pricing. The company operates a carrier-grade network throughout Texas, where its customers are supported by local teams that live and work in the communities they serve.
Responsibilities
This position requires an understanding of telecommunications, infrastructure, and backbone to be able to properly analyze and troubleshoot customer issues. This position will provide technical support. Flexibility may be needed to accommodate scheduling to meet company demands, including shifts other than the weekend shift. Focus on delivering exceptional customer service experiences and be able to assist customers with technical questions.
Work well with team associates, including Customer Service Representatives to help trouble shoot and retain any customers that are having trouble with their services. Must be able to work well with other as this position requires close partnership with our NOC Tier II technical support.
Experience/Qualifications
- Proven experience in technical support roles, preferably in the telecommunications or FTTH industry.
- High school diploma or equivalent is required
- Associate's degree in a relevant technical field (e.g., Telecommunications, Information Technology) or equivalent experience (preferred)
- Excellent communication and interpersonal skills.
- Analytical mindset with the ability to leverage data for decision-making.
- Proficiency in using CRM systems and sales analytics tools.
- Ability to adapt to a fast moving and changing environment.
- Ability to work independently.
- Must enjoy working with the public.
- Ability to troubleshoot and identify customers’ needs.
- Ability to multitask, prioritize and manage time effectively.
- Bilingual in Spanish is a plus but not required
Pay & Benefits
- Competitive compensation package
- Full-Time
- Health, Dental and Vision insurance
- 401k match