VXI Global Solutions · 2 days ago
Tier 1 Technical Support Representative
Morrow, GA
Full-time
Onsite
New Grad, Entry LevelVXI Global Solutions is a company that values passion and customer focus. As a Tier 1 Technical Support Representative, you will be the first point of contact for customers experiencing internet service-related interruptions, providing technical troubleshooting and customer service support.
ConsultingSoftwareInformation Technology
Responsibilities
Receive inbound calls from customers experiencing service interruptions or technical issues
Perform basic troubleshooting for common internet and usage-related issues
Diagnose issues using approved tools, scripts, and troubleshooting procedures
Create, update, and manage trouble tickets in the ticketing system
Escalate unresolved or complex issues to appropriate internal teams following standard processes
Provide exceptional customer service with a customer-first mindset
Educate customers on product features, service functionality, and common troubleshooting steps
Assist customers with service upgrades, changes, and general account inquiries
Respond to customer questions via phone and/or electronic communication channels
Explain billing statements, charges, adjustments, and payment activity
Educate customers on billing processes and available payment options
Resolve basic billing-related inquiries or route appropriately when needed
Accurately document customer interactions and resolutions
Enter, test, update, close, or cancel tickets per company procedures
Navigate multiple systems and applications simultaneously
Maintain awareness of service outages and customer-impacting events
Qualification
Required
High School Diploma or equivalent required
Professional demeanor and strong interpersonal skills
Ability to diagnose and resolve basic hardware, software, and network issues
Ability to gather accurate information, respond effectively, and adapt to customer needs
Logical thinking and structured issue resolution
Ability to manage multiple interactions and meet SLAs
Effective probing and listening skills to identify customer needs
Strong verbal communication skills
Working knowledge of computers and MS Windows
Willingness to learn new systems, tools, and processes in a fast-paced environment
Ability to navigate multiple screens and systems simultaneously
Strong multitasking and attention to detail
Minimum typing speed of 30 WPM with 85% accuracy or higher
Ability to follow direction, accept coaching, and apply feedback
Ability to work in a 24/7 call center environment, including evenings, weekends, and holidays
Fast-paced, customer-facing role requiring sustained phone and system use
Preferred
College coursework or degree beneficial but not required
Benefits
Full health benefits (Medical, Dental, Vision)
Cell phone benefits ($25/month per line; restrictions may apply)
Referral for Life Program™ and abundant advancement opportunities
Company
VXI Global Solutions
VXI Global Solutions is a provider of business process and information technology outsourcing services.
Founded in 1998
10001+ employees
H1B Sponsorship
VXI Global Solutions 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
2024 (1)
2023 (2)
2022 (1)
2021 (3)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknown2022-05-25Acquired
Leadership Team
David Zhou
Co-CEO
Frank Yao
President and Chief Commercial Officer
Recent News
2025-09-12
Company data provided by crunchbase