Technical Support Agent – Training Starts July 7

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Job Summary:

Provide high-quality customer care and technical assistance with internet connectivity issues by performing step-by-step troubleshooting and preventative investigations.

Essential Functions:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Create a positive customer experience with every contact
• Take inbound support calls/emails/chats and create issue tickets.
• Provide customer support via phone/email/chat/social media.
• Troubleshoot/diagnose/resolve no connection, intermittent or slow speed connection, or FTTH service complaints for residential and business customers.
• Upgrade/Downgrade speed plans
• Schedule approved service calls for residential and business customers.
• Perform other duties as assigned

Education and Experience:

• Above average understanding of Internet and/or wireless technology
• Previous personal or professional experience working with or troubleshooting Internet and/or wireless technology
• Background in customer service

Work Environment/Hazards:

• Working conditions primarily inside an office environment
• The noise level in the work environment is usually moderate

Physical Demands:

• Stationary position for 8-10 hours a day
• To perform this job successfully, the employee is frequently required to remain in a stationary position. Daily movements include sitting, standing, operating computers and other office equipment and moving about the office. The employee must be able to communicate via email and verbally via telephone.

Working Hours/Days:

• Full time
• 40 hours

Affirmative Action (AAP/EEO Statement):

Nextlink is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

Drug Free Workplace:

Nextlink intends to provide a safe work environment that will help protect the safety, health and well-being of all employees. Therefore, we are committed to an alcohol and drug-free workplace.

Job Type: Full-time

Pay: $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 10 hour shift
• 8 hour shift

Application Question(s):

• We currently have three shift options available — which one would you prefer?
• 7:00 AM – 6:00 PM (Friday–Monday)
• 10:00 AM – 9:00 PM (Saturday–Sunday, Tuesday–Wednesday)
• 8:00 AM – 5:00 PM (Monday–Friday)

As a bonus, any hours worked after 6:00 PM are compensated with an additional $2 per hour shift differential.

• Are you available to complete a 3-week training program at our Fort Worth location? Once training is complete, you’ll have the option to work from either our Fort Worth or Hudson Oaks location.

Work Location: In person