Technical/Customer Support Specialist L1
Role: Technical/Customer Support L1 Hourly Rate: $6 USD Work Arrangement: Full-time, Remote Work Hours: 40-hour weekly fixed schedule – 7 AM–4 PM CST weekdays off Industry: Telecommunications / Networking / ISP Language/s Required: English
Key Responsibilities
- Provide technical support to ISP subscriber customers in English via phone, email, and self-service tickets
- Utilize network monitoring tools and device GUIs to identify and diagnose connectivity issues
- Perform basic network diagnostics (e.g., monitoring system checks, device checks, ping, traceroute, speed tests) and guide customers through troubleshooting steps
- Manage and troubleshoot customer accounts and service subscriptions using platforms
- Assist customers with subscription and account-related inquiries, excluding any handling of payment or billing information
- Access and troubleshoot network devices, including customer routers and CPEs, to resolve connectivity issues
- Document all actions taken, and escalate complex or unresolved issues to NOC Level 2 or the network engineering team as needed
- Follow up on open tickets and maintain clear, timely communication with customers
Qualifications & Requirements
- Minimum of 2 years of experience in technical and network roles (IT service desk, ISP tech support, network admin/engineer/NOC or similar technical roles)
- Strong verbal and written English communication skills are required
- Verifiable work history with supporting documentation
- Strong technical, troubleshooting, and analytical skills with the ability to contribute effectively with minimal supervision
- Excellent customer service and call-handling skills
- Flexible availability is a must, including evening and weekend shifts as needed
- Quiet and professional remote work environment with a high-quality headset and noise-cancelling microphone
- Reliable laptop with strong battery life, a stable internet connection, and backup options for power, connectivity, and device availability
Strong plus but not required:
- Experience in the Wireless ISP (WISP) industry or with Tier 2/Tier 3 ISPs is highly preferred
- Relevant certifications such as MikroTik, CCNA, or equivalent are a strong plus
- Native proficiency in Spanish is a strong plus
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