Network Operations Center (NOC) Tier 1 Agent

Tachus Fiber Internet (“Tachus”) a leading broadband internet provider, is currently seeking a dynamic and motivated individual for the role of Tier 1 Technical Support Representative. Established in 2018, we have proudly catered to the Greater Houston area, dedicated to enhancing customer experiences through reliable digital services and exceptional customer support. Our commitment has earned us a leading industry Net Promoter Score of 88 and the trust of over 31,000 households. Joining our team means being a part of a collective with decades of expertise in IT, infrastructure, and technology, known for building and expanding successful businesses.

In this role, your principal responsibilities will include providing high-quality technical assistance and excellent customer service in a bustling call center environment. The job requires a strong foundation in technical knowledge and a genuine interest in technical concerns. You must possess the necessary skills and passion to tackle the intricacies of the role effectively. Strong teamwork skills are crucial for successful collaboration across the organization to address customer inquiries and further Tachus' objectives. In addition to serving as the first point of contact for technical requests received via various channels, you may also assist other internal teams such as NOC Agents, Field Service Techs, Customer Service, Sales, or Marketing as needed. This position offers a unique opportunity to combine care agent and tech support roles, presenting a rewarding entry-level opportunity in technology.

Roles and Responsibilities

• Serve as the first point of contact for incoming customer communications
• Efficiently resolve customer issues, while managing potential customer escalations through critical thinking and multitasking
• Diagnose and troubleshoot basic network issues as part of customer issue triage
• Redirect non-support calls to the appropriate channels
• Document all client interactions in the ticketing system
• Contribute to the knowledge base regarding any known or ongoing issues
• Perform additional administrative tasks as required and on time
• Participate in select company-sponsored marketing events

Knowledge and Experience

• High school diploma/GED required
• Proven troubleshooting, problem-solving, and verbal communication skills
• Basic network-level technical support experience, including diagnosing and troubleshooting WAN and LAN connectivity, modems, routers, switches, firewalls, and security issues
• Familiarity with ticketing systems and prior experience in an IT-related technical support position (preferred)
• Exceptional customer service skills
• Ability to thrive in a fast-paced environment
• Bilingualism is a plus

Working Conditions

• Full-time position, 40 hours per week
• Starting pay at $19.80 per hour
• Fixed schedule promoting a balanced work-life
• Free home Tachus Fiber Internet (where available)
• Benefits package includes medical, dental, vision, life, disability, 401k and paid time off
• Starting at 10 days paid time off per year

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran. This is an in-person full-time position located in The Woodlands, Texas. Relocation will not be provided.Must be authorized to work in the United States and pass a background and drug screen.