Customer Support Representative

Job Summary

The Customer Support Representative – Tier 1 is the first point of contact for SimpliFiber customers. This role is responsible for delivering fast, accurate, and friendly support across phone, email, chat, and ticketing systems.

Tier 1 Representatives handle common questions and basic troubleshooting related to fiber internet service, billing, and account management while ensuring a positive customer experience. This role plays a critical part in building customer trust and maintaining high satisfaction levels.

Key Responsibilities:

• Handle inbound customer support via phone, chat, email, and ticketing tools
• Troubleshoot basic connectivity/Wi-Fi/service issues using scripts and tools
• Support account, billing, service changes, and general inquiries
• Document interactions, troubleshooting steps, and resolutions accurately
• Provide empathetic, solution-focused customer experience and educate users on services...