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
The Technical Support Representative provides frontline technical assistance to customers by diagnosing service issues, troubleshooting network-related problems, and supporting the provisioning of voice and data services. This role ensures timely resolution of customer concerns, accurate documentation, and coordination with internal teams to deliver an excellent customer experience.
Essential Duties & Responsibilities
- Troubleshoot and resolve customer technical issues through digital communication channels.
- Assist with provisioning of voice and data services and phone number porting.
- Process new customer orders and update existing accounts.
- Schedule installations, work orders, and trouble calls.
- Apply foundational networking principles to diagnose service-related problems.
- Work daily tickets using customer service and ticketing systems.
- Collaborate with engineering and customer service teams to resolve escalated issues.
- Use tools such as Calix Cloud to monitor and troubleshoot customer network performance.
- Escalate complex issues when appropriate to ensure timely resolution.
- Conduct proactive outreach to address potential service concerns and gather customer feedback.
Knowledge, Skills & Abilities
- Strong customer service orientation with clear communication skills.
- Basic understanding of fiber internet services, networking, and related equipment.
- Effective troubleshooting and problem-solving abilities.
- Proficiency with customer service platforms, ticketing systems, and diagnostic tools.
- Ability to work independently and collaboratively in a team environment.
- Detail-oriented with strong organizational and time-management skills.
Basic Qualifications & Competencies
- Minimum 2 years of technical support experience with networking or telecommunications background.
- Experience supporting voice services, provisioning, and updating customer accounts.
- Experience scheduling work orders using dispatch or service systems.
- Familiarity with billing and provisioning platforms.
- Ability to work flexible hours, including occasional nights and weekends.
- Strong communication, customer service, and problem-solving skills.
- Technical certifications (e.g., Network+, CCNA) are a plus.
Preferred Qualifications & Competencies
- Associate degree or equivalent experience.
- Experience in the telecommunications or ISP industry.
- Knowledge of fiber optic technology and related equipment.
- Certifications in customer service or technical support.
Physical Demands & Working Environment
- Walking: up to 40%
- Standing: up to 40%
- Reaching: up to 10%
- Lifting/Bending: up to 10%
- Work environment includes both indoor and occasional outdoor tasks.
- Ability to lift up to 45 pounds.
- Travel: 10%