Customer/Technical Support Associate

About Our Client: The organization operates as a venture-backed internet service provider headquartered in Manhattan. It addresses the challenge of providing high-quality, affordable internet services that support community growth by fostering learning, creativity, and enjoyment. The company focuses on delivering gigabit internet at transparent prices while prioritizing exceptional customer service and integrity. About the Opportunity: The CUSTOMER/TECHNICAL SUPPORT ASSOCIATE plays a vital role in ensuring subscribers receive fast, stable, and secure internet connections. This position supports customers by troubleshooting local area network issues and providing solutions through various communication channels. The role contributes directly to customer satisfaction and the organization’s mission by maintaining reliable service and effective support. Responsibilities: Manage incoming communications via phone, text, web chat, and email to address inquiries and technical issuesSet up and troubleshoot WAN/LAN/Cloud network devices such as routers, switches, firewalls, VPNs, and access pointsRemotely troubleshoot and resolve support ticketsUtilize enterprise IT and networking tools including Slack, GSuite, Atlassian, LibreNMS, and Salesforce platformsCreate and update internal documentation for training and referenceCollaborate with engineers, field technicians, and support personnelWork shifts that may include evenings and weekends Requirements: Ability to work EST hoursStrong customer service skills with empathy and responsivenessExperience managing multiple communication channels simultaneouslyMinimum 1 year in technical support, help desk, or IT-related customer-facing roleComfortable using command line interface (CLI)Willingness to work outside normal business hoursAbility to coordinate remotely with on-site techniciansPreferred experience as an installation technician or similar field workBonus: CompTIA Network+ or equivalent certificationBilingual in Spanish or Mandarin is a plus Pay Range and Compensation Package: Competitive salary with an estimated range of $18-24 per hour based on capabilities and track record401k inclusion after 3 months of employment Benefits & Perks: Medical insuranceVision insuranceDental insurance2 weeks paid time off7 days paid sick leave Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.