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LiveOak Fiber · 3 weeks ago

Technical Support Representative

Niceville, FL

Contract

Onsite

Entry, Mid Level

2+ years exp

LiveOak Fiber is a growing company that values employee contributions and career growth. The Technical Support Representative provides frontline technical assistance to customers by diagnosing service issues and troubleshooting network-related problems to ensure an excellent customer experience.

InternetTelecommunicationsWired TelecommunicationsWireless

Responsibilities

Troubleshoot and resolve customer technical issues through digital communication channels

Assist with provisioning of voice and data services and phone number porting

Process new customer orders and update existing accounts

Schedule installations, work orders, and trouble calls

Apply foundational networking principles to diagnose service-related problems

Work daily tickets using customer service and ticketing systems

Collaborate with engineering and customer service teams to resolve escalated issues

Use tools such as Calix Cloud to monitor and troubleshoot customer network performance

Escalate complex issues when appropriate to ensure timely resolution

Conduct proactive outreach to address potential service concerns and gather customer feedback

Qualification

Technical support experienceNetworking knowledgeTroubleshooting skillsCustomer service platformsVoice services supportTechnical certificationsCommunication skillsOrganizational skillsTeam collaboration