JAB Wireless
Posting Deadline: 8/15/2025
General Summary
The Technical Support Representative provides frontline support to customers for VoIP, Internet, Web Hosting, Email, and Ethernet services. This role communicates primarily via inbound phone calls and email, troubleshooting technical issues, assisting with account inquiries, and ensuring a positive customer experience.
Essential Duties/Responsibilities
Answer inbound customer inquiries and provide technical support for VoIP, Internet, Web Hosting, Email, and Ethernet connections. Guide customers through problem-solving steps in a clear, user-friendly manner. Respond to customer billing inquiries and provide basic account support. Update and maintain accurate customer account records in the CRM system. Process account changes, including additions, cancellations, and reconciliations. Use judgment to schedule onsite service calls or arrange equipment replacements as needed. Escalate complex or unresolved issues to higher-tier support teams. Communicate with internal departments regarding operational or service-impacting issues. Adhere to company policies, procedures, and performance metrics, including First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Adherence to schedule. Perform other duties as assigned. Job Requirements
High school diploma or equivalent required 1-2 years of related technical support or call center experience preferred Strong computer skills, including the ability to navigate multiple systems simultaneously. Basic understanding of IP address schemes, network fundamentals, network hardware, Wi-Fi networks, email concepts, and configuration. Strong analytical and problem-solving skills; ability to define problems, collect data, establish facts, and draw valid conclusions. Keyboard and/or typing skills 30 wpm a plus. Ability to work evenings, weekends, and holidays as required by business needs. Bilingual a plus Equipment Requirements
A dedicated and quiet workspace free from distractions A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher).
NOTE: We do not allow Chromebooks, Surface Pros, or iPads. A second monitor for laptops | 2 monitors for desktops A camera/web camera Reliable internet connection with minimum speeds of 5-10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use. A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop) Headphones or a headset (will be provided) Working Conditions
Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
For information about Rise's Benefits, please visit https://www.risebroadband.com/about/careers/benefits/
General Summary
The Technical Support Representative provides frontline support to customers for VoIP, Internet, Web Hosting, Email, and Ethernet services. This role communicates primarily via inbound phone calls and email, troubleshooting technical issues, assisting with account inquiries, and ensuring a positive customer experience.
Essential Duties/Responsibilities
Answer inbound customer inquiries and provide technical support for VoIP, Internet, Web Hosting, Email, and Ethernet connections. Guide customers through problem-solving steps in a clear, user-friendly manner. Respond to customer billing inquiries and provide basic account support. Update and maintain accurate customer account records in the CRM system. Process account changes, including additions, cancellations, and reconciliations. Use judgment to schedule onsite service calls or arrange equipment replacements as needed. Escalate complex or unresolved issues to higher-tier support teams. Communicate with internal departments regarding operational or service-impacting issues. Adhere to company policies, procedures, and performance metrics, including First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction (CSAT), and Adherence to schedule. Perform other duties as assigned. Job Requirements
High school diploma or equivalent required 1-2 years of related technical support or call center experience preferred Strong computer skills, including the ability to navigate multiple systems simultaneously. Basic understanding of IP address schemes, network fundamentals, network hardware, Wi-Fi networks, email concepts, and configuration. Strong analytical and problem-solving skills; ability to define problems, collect data, establish facts, and draw valid conclusions. Keyboard and/or typing skills 30 wpm a plus. Ability to work evenings, weekends, and holidays as required by business needs. Bilingual a plus Equipment Requirements
A dedicated and quiet workspace free from distractions A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher).
NOTE: We do not allow Chromebooks, Surface Pros, or iPads. A second monitor for laptops | 2 monitors for desktops A camera/web camera Reliable internet connection with minimum speeds of 5-10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use. A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop) Headphones or a headset (will be provided) Working Conditions
Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Working conditions may include being in an open (shared) cubicle/workspace area.
Disclaimer
This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.
For information about Rise's Benefits, please visit https://www.risebroadband.com/about/careers/benefits/