Job Overview

Our client is seeking a reliable and customer-focused ISP Technical and Customer Support Specialist 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

• Monday - Friday, 8:00 AM - 5:00 PM PST, with 1 hour unpaid break (40 hours per week)

Responsibilities

• Customer Support & Phone Coverage: Provide phone coverage for after-hours and weekend shifts; assist with weekday overflow to maintain required service levels.
• Account Management: Manage residential, commercial, and government account inquiries via phone, email, and ticketing systems.
• Technical Troubleshooting: Troubleshoot internet connectivity and service-related issues, escalating complex technical problems when necessary.
• Team Coordination: Communicate directly and coordinate with the US-based operations team to resolve client issues.
• KPI Compliance: Adhere strictly to established company KPIs and performance metrics.

Requirements

• Experience: Proven experience in a customer service, technical support, help desk, or ISP environment.
• Industry Background: Previous experience supporting ISP/wireless internet, telecommunications, or technology-related services is highly preferred.
• Problem-Solving Skills: Strong troubleshooting and analytical abilities to resolve technical connectivity issues.
• Shift Availability: Ability to work US time zones, particularly West Coast and Texas hours.
• Technical Workspace: Stable home office setup free from background noise, equipped with high-speed internet and backup power.
• Software Proficiency: Proficiency with Google Meet, Zoom, and standard ticketing systems.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.