ModSquad · 19 hours ago
High-speed Fiber Internet Company - T2 Technical Support -01/2026
United States
Full-time
Remote
Entry, Mid LevelModSquad is a leading telecom company providing high-speed fiber internet to businesses across New York, Philadelphia, and Boston. They are seeking Tier 2 Technical Support Mods to troubleshoot issues and provide reliable support during service disruptions.
ConsultingCustomer ServiceDigital MediaInternetOutsourcingSecuritySocial MediaSocial Media ManagementSoftware
Responsibilities
Handle Tier 2 customer support through calls and emails
Troubleshoot technical issues independently and efficiently
Monitor network alerts and escalate outages within 15 minutes
Follow outage protocols and understand escalation procedures
Manage approximately 4 calls per day and 4–5 tickets per hour during busy periods
Conduct your own research when necessary, especially during outages
Multitask across multiple systems, tabs, and tools
Maintain composure and professionalism during high-pressure situations
Communicate clearly and provide accurate, detailed support
Qualification
Required
Strong technical troubleshooting skills
Excellent written and spoken English communication
Strong call-control skills and ability to calm irate customers
Ability to work under pressure, especially during major outages
High attention to detail and strong multitasking ability
Proactive in researching information and understanding protocols
Reliable, organized, and capable of independent problem-solving
Must complete a grammar screen, including a live writing sample
Must be available for weekend work and all US Holidays
Preferred
Prior experience in Tier 2 or complex technical support
Company
ModSquad
ModSquad is a digital engagement company that offers moderation, customer support, community management and social media services.
Founded in 2007
10001+ employees
H1B Sponsorship
ModSquad 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)
2022 (2)
Funding
Current Stage
Late StageLeadership Team
Amy Pritchard
CEO
David Wohlwend
Senior Vice President of Finance and Accounting
Company data provided by crunchbase