Customer Support Specialist I

About the Role

As a Customer Support Specialist I at All Points Broadband, you'll be the primary point of contact for customers facing technical and network issues. Working in our inbound call center, you'll diagnose problems, provide step-by-step solutions, and ensure customers leave each interaction confident their issue is resolved. You'll handle a range of tasks, from password resets to connectivity troubleshooting and billing questions, all while explaining technical fixes in clear, jargon-free language.

Responsibilities

• Answer customer calls and address questions, concerns, and requests about our products and services.
• Listen actively, ask relevant questions, and identify the root cause of customer issues.
• Troubleshoot hardware, software, and internet connectivity problems, guiding customers through solutions.
• Research and provide accurate answers to customer inquiries, following established processes.
• Log all calls clearly and accurately in our tracking system.
• Explain technical solutions in plain language, avoiding jargon.
• Follow up with scheduled callbacks to ensure issues remain resolved.

Requirements

• High school diploma or equivalent.
• Strong phone etiquette, with solid typing and grammar skills.
• Comfortable learning new software and tools quickly, or already familiar with common customer service platforms.
• Calm under pressure, able to defuse tense calls and maintain professionalism.
• Genuine interest in building technical knowledge to effectively solve problems and support customers.
• Able to sit for extended periods and wear a headset for most of the shift.
• Must pass a pre-employment drug screening and background check.

Qualifications

A problem-solver who can analyze facts and determine the best next steps.

Pay

The expected base pay range for this position is based on qualifications, experience, and geographic location. This role is also eligible for an annual bonus.

Benefits

We offer a comprehensive and competitive total rewards package, including robust health and wellness benefits and retirement savings.