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JSI is a national leader in next-generation digital solutions, empowering providers to build, scale, and optimize high-performance networks. With over 60 years of experience, JSI delivers end-to-end engineering, consulting, operational, and compliance services tailored for a rapidly evolving digital landscape. Their consultative approach combines technical expertise with strategic foresight, supporting infrastructure design, deployment, regulatory compliance, and 24/7 support to enhance connectivity and drive digital inclusion in communities.

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 Department:
 
 Broadband - Network Engineering Services
 
 
 
 Location:
 
 Madison, MS
 
 
 
 
 Description
 
 
 
 JSI invites you to join our team as a
 
 Tier 1 Tech Support Technician
 
 on our Contact Center team
 
 
 in
 
 Madison, Mississippi
 
 , where you'll play a critical role in advancing broadband and telecommunications initiatives that expand connectivity and drive digital inclusion&mdash;while advancing your career within a mission-driven, growth-focused organization.
 
 
 
 Position Overview:
 
 
 As a Tier 1 Tech Support Technician, you will be responsible for answering inbound tech support calls to troubleshoot, investigate, and resolve customers&rsquo; peripheral related problems. In this role, you will collaborate with our Contact Center team to provide essential technical support to our partners&rsquo; customers in a professional, friendly and efficient manner.
 
 Your weekly work schedule will consist of four, 10-hour days, typically including one weekend day.
 
 
 
 
 Responsibilities
 
 
 
 <ul>
 <li>
 Provide essential Tier 1 support to customers in a professional and customary manner.
 </li>
 <li>
 Answer inbound tech support calls and make outbound calls to customers as needed.
 </li>
 <li>
 Thoroughly troubleshoot, investigate, and resolve customers&rsquo; peripheral related problems.
 </li>
 <li>
 Keep detailed notes of all work performed on customers&rsquo; peripherals.
 </li>
 <li>
 Manage and monitor the ticketing queue ensuring that all customer support requests are handled in a quick, thorough, and efficient manner.
 </li>
 <li>
 Maintain 90% QA (quality assurance) ratings.
 </li>
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 Work on other ongoing and short-term projects as outlined by management.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 
 Required Qualifications:
 
 <ul>
 <li>
 High school diploma or equivalent.
 </li>
 <li>
 Excellent communication, both verbal and written and proficient in English.
 </li>
 <li>
 Proficient knowledge of computer systems and networks, encompassing the ability to diagnose and resolve issues related to both hardware and network functionalities.
 </li>
 <li>
 Ability to manage time and effectively prioritize numerous projects at one time.
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 Willingness to solve complicated problems and see projects through to completion.
 </li>
 </ul>
 
 Preferred Qualifications:
 
 <ul>
 <li>
 1+ years of experience in a technical support role.
 </li>
 <li>
 1+ years of experience in a contact center environment handling high volume of calls.
 </li>
 </ul>
 
 Physical Requirements/Working Conditions:
 
 <ul>
 <li>
 Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screen.
 </li>
 <li>
 Regularly requires manual dexterity, visual activity, verbal communication, and auditory skills.
 
 
 </li>
 </ul>
 
 Benefits and Compensation
 
 
 
 <ul>
 <li>
 Competitive salary + performance-based bonuses.
 </li>
 <li>
 Comprehensive benefits package (medical, dental, vision, 401(k)).
 </li>
 <li>
 Generous PTO and travel support.
 </li>
 <li>
 Ongoing professional development and educational opportunities.
 </li>
 </ul>
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Tier 1 Tech Support Technician

Join JSI and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

JSI

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Tier 1 Tech Support Technician