Tier 1 Technical Support Representative (In Office)

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

As a Technical Support Account Associate (Tier 1), you will serve as the first point of contact for customers of a leading telecommunications provider. You will receive inbound calls from customers experiencing internet service-related interruptions. This role is responsible for basic technical troubleshooting, billing education, service upgrades, and general customer service support while delivering a positive and professional customer experience. Tier 1 associates focus on issue identification, resolution using established tools and procedures, and escalation when appropriate. This role is located onsite in Morrow, GA.

What you’ll get

• Competitive hourly base pay + bonus opportunities after training
• Full health benefits (Medical, Dental, Vision)
• Cell phone benefits ($25/month per line; restrictions may apply)
• Referral for Life Program™ and abundant advancement opportunities

What you bring

• High School Diploma or equivalent required
• 1 - 2 years minimum previous customer service call center experience
• 1+ years of previous tech support experience preferred
• Ability to type 35 WPM with 90% accuracy or higher
• Open availability to work any time within our operating hours outlined below

Operating hours

• Monday–Sunday, 8:00 a.m.–8:00 p.m. EST

Training

• 4 weeks, typically Tuesday - Saturday, 8:00 a.m.–5:00 p.m. EST (subject to change based on business needs)
• Attendance: 100% required

What you’ll do

Technical Support & Troubleshooting

• 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

Customer Service & Account Support

• 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

Billing & Payments Support

• 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

Documentation & Systems Navigation

• 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

Knowledge, Skills and Abilities

• 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 35 WPM with 90% accuracy or higher
• Ability to follow direction, accept coaching, and apply feedback

Work Environment & Schedule Requirements

• 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

Equal Employment Opportunity

VXI is an Equal Opportunity Employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

ADA Accommodation

If you need a reasonable accommodation during the application or interview process, please advise your recruiter so they can coordinate with Human Resources to ensure accessibility consistent with applicable law.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!