About this role
Role Overview
- Troubleshoot and resolve technical issues across hardware, software, video, broadband, & phone services for residential and small business customers.
- Support both Business and Residential products, delivering effective solutions in a timely manner.
- Accurately document all interactions and updates in the service database throughout each stage of the support process.
- Monitor outages and maintenance events, gathering data and escalating when needed.
- Identify root causes, implement solutions, & escalate unresolved issues as appropriate.
- Demonstrate adaptability and retention of product knowledge while effectively managing multiple priorities in a fast-paced environment.
- Represent the company professionally by practicing the Articles of Excellence & delivering quality service.
- Work scheduled shifts including nights, weekends, & holidays based on business needs.
- Perform additional tasks as assigned to meet business goals.
Requirements
- 1–3 years of experience in customer support, network troubleshooting, or technical service—preferably within the telecommunications industry.
- High school diploma or equivalent required; technical certifications or relevant coursework are a plus.
- Comfortable reading and applying technical documentation, manuals, and procedures.
- Demonstrated proficiency using computer, email applications, and Microsoft Office.
Benefits
- Comprehensive health, dental, and vision coverage.
- Competitive compensation packages, including bonus options for eligible positions.
- Paid Time Off & Paid Holidays.
- Health Savings Accounts (HSAs) and Flexible Spending Accounts (FSAs).
- 100% employer-paid life and disability insurance.
- Employee Assistance Program (EAP) with access to professional support for life’s challenges.
- 401K plan w/ up to 5% employer contribution and a self-directed brokerage option.
- Wellness program offering education and cash incentives for gym attendance and nutrition programs.
- Employee referral bonuses.
- Discounts on Lumos Fiber Internet for employees who live in our service areas.