Tier 1 Customer Support Representative

The Tier 1 Customer Support Representative serves as the first point of contact for Novos Fiber customers, providing customer service, account assistance, and frontline technical support.

This position is responsible for resolving customer needs whenever possible during the initial interaction, including basic troubleshooting of fiber internet and Wi-Fi services. The Tier 1 Representative works with internal systems and network-management tools to diagnose service issues, make approved account and equipment changes, identify known outages, and escalate more complex technical issues to Tier 2 Support when necessary.

• Provide professional and responsive support to customers by phone, email, ticket, and other supported communication channels.
• Assist customers with billing questions, account information, service changes, payments, and other general account needs.
• Perform frontline troubleshooting for internet connectivity, Wi-Fi, and customer-premise equipment.
• Use company systems and network-management tools to review ONT status, Wi-Fi performance, optical levels, and other information necessary to diagnose customer issues.
• Reboot ONTs, gateways, and Wi-Fi equipment and perform other approved remote troubleshooting activities.
• Assist customers with Wi-Fi settings, including SSID and password changes and basic connectivity troubleshooting.
• Verify physical connections and guide customers through appropriate troubleshooting steps.
• Identify customers affected by known network incidents and provide accurate outage and restoration information.
• Determine when an issue requires Tier 2 or field support and provide a complete, well-documented escalation.
• Create, update, and maintain accurate customer tickets, account notes, troubleshooting records, and resolution information.
• Follow established troubleshooting, escalation, customer verification, credit, and account-management procedures.
• Take ownership of customer issues and work toward resolution rather than unnecessarily transferring or escalating contacts.
• Communicate technical information clearly to customers regardless of their level of technical knowledge.
• Identify recurring customer or service issues and escalate trends that may indicate a broader network or operational problem.
• Maintain working knowledge of Novos Fiber products, services, equipment, systems, policies, and support procedures.
• Participate in ongoing technical and customer-service training as the Tier 1 support function continues to expand its capabilities.
• Maintain a professional, courteous, and customer-focused approach during both routine interactions and service-impacting events.
• Perform other duties and responsibilities as assigned.

• Previous customer service, call center, helpdesk, telecommunications, or technical support experience preferred.
• Strong customer-service and problem-solving skills.
• Comfortable learning and using multiple software and technical-support platforms.
• Basic understanding of home networking, Wi-Fi, and internet connectivity preferred.
• Ability to follow technical troubleshooting procedures and accurately document work performed.
• Strong verbal and written communication skills.
• Ability to remain organized and professional while handling multiple customer needs and priorities.
• Ability and willingness to learn increasingly technical troubleshooting responsibilities.