Note: The job is a remote job and is open to candidates in USA. All Points Broadband is a fiber internet provider focused on expanding reliable, high-speed connectivity to underserved communities. The Customer Support Specialist I provides inbound customer assistance by diagnosing technical, network, connectivity, and billing issues, explaining solutions clearly, documenting interactions, and following up with customers.
Responsibilities
- Answer customer calls and help them with questions, concerns, and requests about our products and services
- Listen to customers, ask the right questions, and figure out what's really going on with their issue
- Troubleshoot hardware, software, and internet connectivity problems, and walk customers through the fix
- Look up the information you need and follow our processes to get customers accurate answers
- Log every call clearly and accurately in our tracking system
- Explain technical solutions in a way that makes sense, no jargon required
- Follow up with scheduled callbacks to make sure the issue actually stayed fixed
Skills
- High school diploma or equivalent
- Strong phone etiquette, with solid typing and grammar skills
- Comfortable learning new software and tools quickly, or already familiar with common customer service platforms
- A problem-solver who can look at the facts in front of you and figure out the best next step
- Calm under pressure. You can defuse a tense call and keep things professional, even when a customer is frustrated
- Genuine interest in building your technical know-how so you can solve problems and support customers effectively
- Able to sit for extended periods and wear a headset for most of your shift
Benefits
- Eligible for an annual bonus
- Robust health and wellness benefits
- Retirement savings
Company Overview