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 a 1-hour unpaid break for the first two weeks of training.

Note: After the training period, shifts will vary and will be assigned by mutual agreement between the client and the candidate.

Responsibilities:

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

Requirements:

• Proven experience in a customer service, technical support, help desk, or ISP environment.
• Previous experience supporting ISP/wireless internet, telecommunications, or technology-related services is highly preferred.
• Strong troubleshooting and analytical abilities to resolve technical connectivity issues.
• Ability to work US time zones, particularly West Coast and Texas hours.
• Stable home office setup free from background noise, equipped with high-speed internet and backup power.
• 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.