Customer Service Representative

Responsibilities

• Become a subject-matter expert in all operational and technical aspects of Cityside Fiber’s customer and technical support processes
• Provide frontline and escalated support to field technicians and Concierge agents for complex issues
• Deliver exceptional customer service via phone, email, and chat, ensuring each customer feels personally cared for
• Diagnose and resolve advanced technical issues—particularly home networking challenges—efficiently and empathetically
• Educate customers on our products and services, recommending solutions to enhance their internet experience
• Cook up cross-departmental collaboration to drive issue resolution, escalating to senior leadership when necessary
• Develop, maintain, and update training programs covering systems, processes, procedures, and soft-skills development
• Participate in on-call, weekend, and holiday support rotation as the operation scales
• Work in and contribute to an atmosphere of trust, integrity, and collaboration

Qualifications

• Bachelor’s degree in a related field or equivalent practical experience
• 3+ years of B2C customer service experience in the telecom or networking technology industry
• 3+ years of technical support experience for residential or business customers, with advanced home-networking expertise
• Proven ability to solve complex problems analytically and creatively, maintaining composure under pressure
• Excellent verbal and written communication skills, with experience collaborating across all organizational levels
• Proficiency with Microsoft Office, JIRA, GoTo (or similar platforms)
• Demonstrated ability to develop support operations and processes in a startup environment
• Empathetic, team-oriented mindset with a passion for customer success and continuous improvement