ISP Technical and Customer Support Specialist (After-Hours)

Overview

We are seeking a reliable and customer-focused ISP Technical and Customer Support Specialist (After-Hours) to provide after-hours, weekend, and overflow support for residential, commercial, and government customers.

In this role, you will handle customer inquiries through phone, email, and ticketing systems while ensuring service standards and performance metrics are consistently met. The ideal candidate has prior customer service or ISP experience, strong communication and problem-solving skills, and the ability to collaborate effectively with a US-based operations team across multiple time zones.

Schedule

Full-time (40 hours/week)
Los Angeles, California Time Zone

Responsibilities

• Provide phone coverage for after-hours and weekend shifts
• Manage residential, commercial, and government account inquiries
• Troubleshoot internet connectivity and service-related issues
• Assist with weekday overflow to maintain service levels
• Respond to customer requests via phone, email, and ticketing systems
• Escalate technical issues when necessary and coordinate with internal teams
• Adhere to established company KPIs and performance metrics
• Communicate directly with the US-based operations team
• Maintain accurate customer records and ticket documentation

Requirements

• Proven experience in a customer service, technical support, help desk, or ISP environment
• Excellent verbal and written English communication skills
• Previous experience supporting internet, telecommunications, or technology-related services is highly preferred
• Strong troubleshooting and problem-solving abilities
• Ability to remain calm and professional when handling customer concerns
• Ability to work US time zones, particularly West Coast and Texas hours
• Stable home office with high-speed internet and backup power
• Proficiency with Google Meet, Zoom, and ticketing systems
• Strong attention to detail and ability to work independently

Scope

• Direct reporting to internal operations management
• Flexible scheduling following client-defined holiday schedules
• No long-term lock-in contracts (30 days' notice required to terminate)
• Access to BruntWork's health insurance benefits for full-time staff
• Direct phone contact and messaging access for the team

Independent Contractor Perks

• Permanent work-from-home setup
• Immediate hiring
• Health insurance coverage for eligible locations

 

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