Technical & Customer Support Representative

We are excited to add this position to our growing team! LiveOak Fiber employees enjoy 100% company-paid medical, dental, vision benefits, as well as bonus potential. At LiveOak Fiber, you will be part of a team that values your ideas, contributions, and career growth. Our offices are located just minutes from the beautiful Emerald Coast of Florida and the gorgeous Golden Isles of Georgia. The following is an overview of the role and what we are looking for in a successful candidate.

POSITION OVERVIEW & PURPOSE

We are excited to add this position to our fast-growing LiveOak Fiber Team! We offer a competitive total rewards program that includes employer paid medical, dental and vision, paid time off as well as bonus potential. The following is an overview of the role and what we are looking for in a successful candidate. We are looking for an experienced Technical and Customer Support representative with a solid background in cable, telecommunications, or related fields. You must be proactive, organized and have solid, positive communication skills. Be customer focused! The ideal candidate will have a solid background in technical support and customer care. The candidate will possess foundational knowledge of networking principles. Previous experience with telecommunications, hands-on experience using Calix (or other GPON system) and working in billing and provisioning systems is beneficial. The Technical and Customer Support Representative will play a pivotal role in ensuring exceptional customer experiences by helping customers with their account login and management, provide technical support, and provide billing and customer support. 

ESSENTIAL DUTIES & RESPONSIBILITIES

•Use technical support background to assist customers in resolving complex service issues promptly and effectively.

•Help provision voice and data services.

•Help with phone number porting.

•Accept orders from new customers and modify existing customer orders.

•Schedule installations, work orders, and trouble calls as needed. 

•Apply foundational networking principles to diagnose and troubleshoot customer service problems, ensuring quick and accurate resolutions.

•Help customers log into their account and other general account support.

•Help customers with billing questions. 

•Regularly work tickets daily. 

•Act as a liaison between technical support, engineering, and customer service teams to facilitate smooth and efficient communication and collaboration.

•Demonstrate a customer-centric approach in all interactions, ensuring that customers receive the highest level of service and satisfaction.

•Use ticketing systems effectively to manage customer inquiries, escalations, and service requests in a timely manner.

•Use telemetry programs like Calix Cloud to troubleshoot customer network performance.

•Identify and escalate issues appropriately to higher-level technical teams or management when necessary, ensuring timely and appropriate resolutions.

•Reach out to customers proactively to address potential service concerns, conduct customer satisfaction surveys, and gather feedback for continuous improvement.

KNOWLEDGE, SKILLS & ABILITIES

•Strong customer service orientation with excellent communication and interpersonal skills.

•Basic knowledge of fiber optic internet services, network equipment, and technology.

•Effective problem-solving and troubleshooting abilities.

•Proficiency in using customer service software and tools.

•Attention to detail and commitment to issue resolution.

•Ability to work independently and in a team environment.

BASIC QUALIFICATIONS & COMPETENCIES

•Previous Experience: Minimum of [2] years of experience in technical support, with a strong background in networking principles and troubleshooting.

•Experience supporting voice services. 

•Experience adding and removing services from existing accounts.

•Experience scheduling work orders for customers using dispatch software.

•Experience working in telecommunications for at least a year.  

•Understanding of service provisioning for voice and data

•Worked with billing and provisioning systems.

•Customer Service Skills: Strong customer focus with exceptional communication and interpersonal skills to effectively address customer inquiries and concerns.

•Problem-Solving Abilities: Excellent analytical and problem-solving skills to diagnose and resolve complex technical issues efficiently.

•Team Player: Ability to work collaboratively within a cross-functional team environment and maintain positive working relationships.

•Organization and Time Management: Demonstrated ability to prioritize tasks, manage time effectively, and meet deadlines.

•Adaptability: Thrive in a dynamic and fast-paced environment, adapting to changes and staying up to date with emerging technologies.

•Technical Certifications: Relevant technical certifications (e.g., CompTIA Network+, CCNA) will be a plus.

•Must have flexible hours. Sometimes we must pitch in on nights and weekends!

PREFERRED QUALIFICATIONS & COMPETENCIES 

•Bilingual (English & Spanish)

•Associate's degree or equivalent education.

•Experience in technical support within the telecommunications or ISP industry.

•Knowledge of fiber optic technology and related equipment.

•Certification in customer service or technical support.

PHYSICAL DEMANDS & WORKING ENVIRONMENT 

•Walking- up to 40%

•Standing- up to 40%

•Reaching- up to 10%

•Lifting and/or bending- up to 10%

•Work environment- indoors and outdoors

•Able to lift up 45 pounds.

•Travel: 10%

STATEMENT

The qualification requirements, physical demands, and work environment characteristics described in this job description are representative of those that must be met by an employee to perform the essential duties and responsibilities of this job successfully.  

This job description in no way states or implies that the essential duties described are the only responsibilities involved in the position.  The employee is required to follow any other instruction and to perform any other duties by any person authorized to give instructions or assignments.

This job description in no way states or implies a contract of employment. LiveOak Fiber reserves the right to modify this job description at their discretion at any time and will notify the employee of the change. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

We are an Equal Opportunity Employer. At LiveOak Fiber, we are committed to creating a diverse environment and are proud to promote inclusiveness in everything we do. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by federal, state, or local laws. LiveOak Fiber is also committed to compliance with the Americans with Disabilities Act (ADA).  

Our workplace is committed to promoting a safe and healthy environment for all employees. Therefore, we maintain a drug-free workplace policy to ensure the well-being and productivity of our team.