Customer Experience Tech Advocate

Description

Better Careers Start Here! 

Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service.  

At Hunter Communications, all employees are provided a benefit package including medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities.  

ABOUT THE ROLE 

Are you passionate about technology and delivering exceptional customer experiences? Hunter Communications is looking for motivated, tech-savvy Customer Support Representatives to join our growing team. Whether you are an experienced networking pro or a sharp call center veteran ready to grow, we want to hear from you. In this role, you will be the voice of Hunter Communications — helping our customers stay connected, resolving technical issues with confidence, and delivering the kind of service that keeps people coming back. 

WHAT YOU WILL DO 

Tier 1 Responsibilities: 

• Serve as the first point of contact for inbound customer calls, chats, and tickets  
• Identify and troubleshoot basic internet connectivity issues — slow speeds, dropped connections, equipment reboots, and Wi-Fi setup  
• Verify service outages, check account status, and guide customers through power cycling and device reconnection  
• Confirm SSIDs, passwords, and proper modem/router connections  
• Schedule technician appointments for issues requiring an on-site visit  
• Document all interactions thoroughly in the account system after every call  
• Escalate complex issues to Tier 2 with a detailed handoff if unsolvable  

Tier 2 Responsibilities: 

• Handle escalated and complex technical issues that go beyond Tier 1 scope  
• Diagnose slow speeds, intermittent connectivity, packet loss, latency, and signal issues using network diagnostic tools  
• Troubleshoot Wi-Fi performance, device compatibility, DNS resolution, VoIP, and more  
• Analyze signal levels and identify root causes of advanced network problems  
• Coordinate with field technicians and cross-functional teams for on-site resolution  
• Serve as a knowledge resource and support escalation point for Tier 1 team members  
• Maintain thorough and accurate documentation on all escalated cases

Requirements

 Education:

• High School Diploma or GED Certificate is required and College Experience Recommended

Bilingual:

•  Bilingual in English and Spanish preferred, with the ability to communicate professionally in both verbal and written interactions. 

Required:

• Experience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environment  
• Call center experience or equivalent customer-facing support background  
• Comfortable troubleshooting internet, networking, and equipment issues over the phone  
• Strong communication skills — able to translate technical concepts into simple, clear language for customers  
• Reliable, punctual, and able to be live and ready to assist customers at the start of every shift  

Preferred:

• Familiarity with modem/router configuration, signal diagnostics, DNS, VoIP, or home networking  
• Experience with CRM or ticketing platforms  
• A natural problem-solver who takes ownership and follows through

Additional Requirements: 

Bilingual proficiency in English and Spanish is preferred, as this role may regularly assist Spanish-speaking customers with account questions, billing, technical support, and service needs. 
This is a full-time position working Monday through Friday, 40 hours per week 8am-5pm (eight-hour shifts)

Physical Requirements: 

Minimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing and mental concentration for prolonged periods required; use of hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include ability to interact with employees, the public, elected or appointed officials and outside organizations. 

Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.