Technical Support Representative - Columbus Indiana

About the Opportunity

The Technical Support Representative role focuses on delivering full-cycle technical support for a full-service ISP. The position involves resolving customer service and technical issues to ensure quality connectivity and service, playing a key role in customer satisfaction and operational effectiveness.

Responsibilities

• Manage support issues from initiation to resolution
• Respond to customer calls regarding service and technical problems
• Monitor and manage phone call and service ticket queues
• Troubleshoot connectivity issues including DSL, SDSL, IDSL, T1, FTTH
• Support hosted domains, DNS, Registry, VPS, and VoIP services
• Assist with customer billing and invoicing inquiries
• Maintain quality and performance standards
• Follow up on potential new accounts

Requirements

• Ability to prioritize multiple tasks and contacts
• Knowledge of Windows, OS X, and mobile operating systems
• Understanding of dial-up, email, broadband connectivity, and VoIP services
• Basic fiber optics knowledge for troubleshooting
• Solid understanding of TCP/IP, domain hosting, and LAN/WAN concepts
• Strong written, listening, and verbal communication skills with professionalism
• Flexible availability including early morning and late evening shifts, weekends, and holidays; must accommodate core business hours aligned with West Coast time zone