Technical Support Representative, Tier 1

What You’ll Do

• Troubleshoot video service issues, including signal loss, audio/video problems, equipment errors, and setup
• Guide customers through solutions and determine when escalation or technician dispatch is required
• Create, manage, and document service tickets with accurate notes and updates
• Update customer accounts, services, and programming as needed
• Clearly communicate issues, resolutions, timelines, and any associated costs
• Follow up to confirm issue resolution and customer satisfaction
• Schedule and coordinate service calls; confirm technician arrival and job completion
• Source and communicate with technicians to ensure the best fit based on availability, location, and cost
• Process service-related requests, including payment authorizations when required

What You Bring

• 2-3 years of experience in customer support, technical support, or dispatch coordination
• Strong troubleshooting and problem-solving skills, particularly in a technical environment
• Excellent communication skills with professional phone and email etiquette
• Strong attention to detail with accurate documentation and follow-up
• Basic understanding of video or telecommunications systems is a plus