Customer Service Representative

Wire 3 is dedicated to providing affordable, high-speed, and high-bandwidth internet services to households in our local communities. Our mission is to deliver the best internet experience in Florida with exceptional customer care. Using cutting-edge fiber optic technology, Wire 3 ensures ultra-fast, reliable connections. Backed by private equity, we are on a trajectory of rapid growth and seek driven, talented individuals to join our passionate and collaborative team.

About the role

As a Wire 3 Customer Service Representative, you will be the front line in providing the best customer experience to new and existing customers. You will diagnose customer needs and provide industry-leading support and solutions. Equipped with advanced diagnostic tools, you will address technical inquiries and guide customers through solutions, empowering them with clear, concise instructions. You will also assist customers in navigating our ordering system, answering questions about service plans, scheduling, location availability, and billing.

Responsibilities

• Answer customer phone calls, chats, and texts regarding service issues, account concerns, and general inquiries, including:
  • Technical questions about Wi-Fi and internet-connected devices
  • Billing inquiries
  • General questions about internet service
• Create and manage support tickets to assist customers through the ticketing system
• Respond to and resolve requests from other departments regarding customer service matters
• Assist prospective customers by navigating the order system and providing information about Wire 3’s services and company
• Handle phone calls, chats, and texts from non-customers regarding complaints, concerns, or issues related to Wire 3’s construction and installations
• Work within assigned shifts:
  • Hours of operation: 7:00 AM – 11:00 PM, 7 days a week
  • Shifts available:
    • 7:00 AM – 4:00 PM
    • 10:00 AM – 7:00 PM
    • 2:00 PM – 11:00 PM
• Other duties as assigned

Requirements

• Minimum of two years of technology-focused customer service experience
• Strong understanding of Wi-Fi RF and signal propagation
• Knowledge of IP networking fundamentals, including DHCP, NAT, and ARP
• Ability to multitask and assist multiple customers professionally and efficiently
• Experience with customer service/help desk software (preferred)
• Proficiency in using both PC and Mac computers for troubleshooting and assisting customers
• Excellent verbal and written communication skills
• Ability to maintain a positive, empathetic, and professional attitude toward customers at all times

Qualifications

• High school diploma or equivalent required
• Two or more years of experience in a technology-driven customer service role
• Additional certifications or coursework in networking, IT support, or customer service is a plus

Physical Requirements

• Ability to sit for extended periods while using a computer and headset
• Ability to type and navigate multiple computer programs efficiently
• May require occasional lifting of up to 10 lbs. (e.g., handling computer equipment or office supplies)

Benefits

• $21 an hour
• Company-paid premiums for medical, dental, and vision insurance for you and your dependents
• Dynamic environment with diverse growth opportunities
• Emphasis on learning and development to support career and personal growth
• Work-life balance:
  • 120 hours paid time off (PTO) after 90-day probation period
  • 40 hours of paid sick leave
  • 6 major paid holidays off
• 401(k) plan with company match

Schedule

• Hours of operation: 7:00 AM – 11:00 PM, 7 days a week
• Shifts available:
  • 7:00 AM – 4:00 PM
  • 10:00 AM – 7:00 PM
  • 2:00 PM – 11:00 PM