Representative, Technical Support I at Rise Broadband

Application deadline: 10/10/2025 or until filled

General Summary

Rise Broadband is dedicated to delivering exceptional customer experiences and innovative solutions. We are looking for skilled and customer-focused Tech Support Representatives to join our growing call center team in the Dallas, TX metro area. The Technical Support Representative I provides frontline support to customers for VoIP, Internet, Web Hosting, Email, and Ethernet services. In addition to technical troubleshooting, this role will also assist with account-related inquiries and general customer service needs. The ideal candidate enjoys problem-solving, can explain solutions clearly, and is committed to creating a positive customer experience. 

Essential Duties/Responsibilities

• Answer inbound customer calls and emails, providing technical support for VoIP, Internet, Web Hosting, Email, and Ethernet connections.
• Walk customers through problem-solving steps in a clear and approachable way.
• Support account-related inquiries, including billing questions, plan details, and service changes.
• Guide customers in using self-service tools and resources.
• Update and maintain accurate customer account records in the CRM system.
• Process account changes, such as additions, cancellations, and reconciliations.
• Use judgment to schedule onsite service calls or arrange equipment replacements as needed.
• Escalate complex or unresolved issues to higher-tier support teams.
• Communicate with internal departments regarding operational or service-impacting issues.
• Adhere to company policies, procedures, and performance metrics (FCR, AHT, CSAT, schedule adherence).
• Perform other duties as assigned.

Job Requirements

• High school diploma or equivalent required.
• 1–2 years of related technical support or call center experience preferred.
• Strong computer skills, with the ability to navigate multiple systems at once.
• Basic understanding of IP address schemes, network fundamentals, hardware, Wi-Fi networks, email concepts, and configuration.
• Strong analytical and problem-solving skills.
• Keyboard/typing skills of 30 wpm a plus.
• Ability to calculate basic figures such as discounts, interest, commissions, and percentages.
• Excellent communication and listening skills; ability to build rapport with customers.
• Ability to work evenings, weekends, and holidays as required.
• Bilingual a plus.

Equipment Requirements

• A dedicated and quiet workspace free from distractions
• A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher). NOTE: We do not allow Chromebooks, Surface Pros, or iPads.
• A second monitor for laptops | 2 monitors for desktops
• A camera/web camera
• Reliable internet connection with minimum speeds of 5–10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use.
• A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop)
• Headphones or a headset (will be provided)

 Working Conditions

• Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
• Working conditions may include being in an open (shared) cubicle/workspace area.

Disclaimer

This job description is not meant to be an all-inclusive statement of every duty and responsibility which will ever be required of an employee in this position, however, the employee will be held responsible for all duties assigned.

Please feel free to review our Benefits at the following link: https://www.risebroadband.com