IQ Fiber · 4 months ago
Customer Technical Support Representative
Jacksonville, FL
Full-time
Hybrid
Entry Level
2+ years expIQ Fiber is a provider of 100% fiber-optic high-speed internet, focused on delivering excellent customer service. The Customer Technical Support Representative will provide technical support for internet services, troubleshoot issues, assist with new service requests, and ensure customer satisfaction through effective communication and problem-solving skills.
InternetResidentialService Industry
No H1B
Responsibilities
Exceed customer expectations at every opportunity
Drive customer satisfaction as the first point of contact for all inbound customer contacts (phone calls, chats, emails)
Manage customer communications received via multiple sources – phone, email, text, & social sites from potential or existing customers and respond to any questions or concerns
Process incoming orders for new installation, scheduling with the customer and completing the billing for services rendered
Complete change of service requests and make updates to accounts per customer requests
Respond to inquiries on order status, billing questions, service availability, new product offerings, etc
Provide excellent customer service support including technical troubleshooting of service issues to customers calling in or chatting in for help
Use problem-solving skills to properly diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity
Ensure details of the customer interaction are captured by opening trouble tickets where applicable, documenting the interaction, actions taken & details of how issue was resolved
Utilize our systems and tools to proactively check for and resolve potential issues before marking the contact as complete
Respond to escalated calls from customers and service techs during installation or service calls
Make follow-up calls on previously resolved trouble tickets to ensure customer satisfaction
Ensure that service-impacting events are worked timely to minimize service outages
Provide customers with updates on the progress of the work orders and/or trouble tickets
Follow-up with potential customers to convert leads to orders or to finalize orders
Provide manager with regular updates on common problems encountered and identify possible longer-term solutions/improvements to reduce future problems
Use communication channels to inform the team of important issues and information which will help improve team performance
Effectively communicate IQ Fiber’s product and service offering
Navigate through multiple systems
Perform other duties as assigned
Qualification
Required
A customer-first, troubleshooting mindset with demonstrated ability to provide exceptional internal and external customer care with a strong sense of ownership over results
2 years of customer service experience, 1 year in a contact center setting
6+ months of experience troubleshooting basic network/Wi-Fi issues
Previous telecommunications experience a plus
Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving
Enjoys working with a team, but has ability to work independently, multi-task in a fast-paced environment without supervision and able to achieve individual and team metric results
Willing to learn, adapt and evolve with the team and company and develop new skills quickly
Ability to learn and grasp new concepts and work through problems in a logical manner
Positive attitude with a passion for helping customers and the ability to connect with people
Commitment to owning customer issues from start to finish
Excellent customer service skills, including positive phone demeanor
Strong follow-up skills, accuracy, and attention to detail
Strong technical aptitude with excellent end-user interaction skills
Capable of answering technical questions from technical and non-technical users
Able to listen with solid analytical, problem-solving, and trouble-shooting skills with capability to solve complex problems
Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics a plus
Strong computer skills and the ability to navigate through multiple screens
Exceptional knowledge of Microsoft Office applications
Excellent verbal and written communication skills
Must be able to pass criminal background check
Flexibility to work mandatory overtime to meet business needs
High integrity and a strong work ethic are a must
Attention to detail and ability to think creatively and strategically is a must
Excellent organization and time management skills
Ability to interact and communicate effectively with other team members
High school diploma or equivalent (higher education preferred)
Preferred
6+ months of experience troubleshooting basic network/Wi-Fi issues
Previous telecommunications experience a plus
Experience in one or more ticketing, CRM, billing, ordering, scheduling, phone systems; Microsoft Dynamics a plus
Company
IQ Fiber
IQ Fiber is a new residential fiber-optic internet provider headquartered in Jacksonville, Florida.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$150MKey Investors
SDC Capital Partners
2023-05-23Private Equity· $150M
2021-09-15Acquired
Leadership Team
Ted Schremp
Founder & CEO
Steb Chandor
CFO
Recent News
Government Technology US
2025-10-31
Seattle TechFlash
2025-07-25
Company data provided by crunchbase