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i3 Broadband · 1 month ago

Tier 1 Support

East Peoria, IL , East Peoria, IL, US

Full-time

Onsite

New Grad, Entry Level

$17/hr - $19/hr

i3 Broadband is a company that provides broadband services and is seeking Tier 1 Support Specialists to assist customers with technical support. The role involves handling customer inquiries, maintaining records, and collaborating with team members to ensure customer satisfaction with i3 Broadband products and services.

Telecommunications

H1B Sponsor Likely

Responsibilities

Handle customer inquiries promptly and effectively through various communication channels

Maintain up-to-date and accurate customer records

Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service

Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction

Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments

Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support

Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance

Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times

Qualification

Technical supportCustomer serviceCommunication skillsDocumentation skillsAnalytical skillsComputer proficiencyAttention to detailTeamwork

Required

Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results

Inquisitive and analytical with a passion for technology

Delight in providing outstanding customer satisfaction

Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor

Must be computer proficient with a basic and diverse understanding of consumer electronics

Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries

Ability to work independently and maintain confidentiality

Ability to handle and prioritize multiple tasks each day

Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand

Must be detail-oriented and work as part of a team

Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule

Willing to train, accept feedback and learn the job according to i3 standards

High School diploma/GED

Must have a clean driving record and the ability to pass a criminal background check

Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day

Ability to communicate orally and in writing

Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment

Preferred

Previous customer service or IT-related experience such as IT helpdesk

Benefits

Competitive starting wage

Medical, Dental, and Vision insurance

Flexible Medical Spending Account

Paid Time Off

7 paid holidays

Company Matching 401(k)

Company-paid life insurance

100% FREE services to employees who live within our service area

Company

i3 Broadband

i3 Broadband is the fiber-to-the-home (FTTH) operator in Illinois, providing gigabit-speed broadband, as well as video and voice services.

Founded in 1994

East Peoria, Illinois, USA

201-500 employees

https://i3broadband.com/

H1B Sponsorship

i3 Broadband has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)