Description

JSI invites you to join our team as an Overnight Tier 1 Tech Support Technician on our Contact Center team working remotely, where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion—while advancing your career within a mission-driven, growth-focused organization.

Position Overview:

As a Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers’ peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners’ customers in a professional, friendly and efficient manner. Your weekly work schedule will be Sunday through Wednesday 8:30pm to 7:00am central standard time.

Responsibilities

Provide essential Tier 1 support to customers in a professional and customary manner.
Answer inbound tech support calls and make outbound calls to customers as needed.
Thoroughly troubleshoot, investigate, and resolve customers’ peripheral related problems.
Keep detailed notes of all work performed on customers’ peripherals.
Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
Maintain 90% QA (quality assurance) ratings.
Work on other ongoing and short-term projects as outlined by management.

Qualifications

Required Qualifications:

High school diploma or equivalent.
Excellent communication, both verbal and written and proficient in English.
Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
Ability to manage time and effectively prioritize numerous projects at one time.
Willingness to solve complicated problems and see projects through to completion.

Preferred Qualifications:

1+ years of experience in a technical support role.
1+ years of experience in a contact center environment handling high volume of calls.

Physical Requirements/Working Conditions:

Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.

Benefits and Compensation

Competitive salary + performance-based bonuses.
Comprehensive benefits package (medical, dental, vision, 401(k)).
Generous PTO and travel support.
Ongoing professional development and educational opportunities.

About John Staurulakis (jsitel.com)

About the Company

JSI is a leading full-service consulting firm specializing in broadband solutions. For over 60 years, we have provided independent communications service providers with expert financial, engineering, management, operational, regulatory, and strategic guidance. Our extensive industry knowledge and proven track record of success have empowered clients to achieve sustainable growth and profitability. With over 1000 clients nationwide and a powerful presence in markets like Florida, Texas, Maryland, and Alaska, JSI empowers rural and regional broadband providers to expand, evolve, and excel in a rapidly shifting digital world.

To learn more about JSI, visit us at jsitel.com.

John Staurulakis (jsitel.com)

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Tier 1 Tech Support Technician- Remote/Overnight