Advanced Technical Support Technician

Job Overview:

About Lightcurve

Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies.

In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.

Company Culture and Values - At Lightcurve, we are driven by our core values.

· Integrity Upholding the highest standards of integrity at all times.

· Delighting Our Customers: Delivering exceptional experiences that exceed expectations.

· Collaboration: Working together to create successful outcomes for customers and employees alike.

Advanced Technical Support technicians are experts in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You'll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. If you're seeking a dynamic role where you can tackle challenges head-on and be a technical superhero for our customers every day, then this position is tailor-made for you!

Responsibilities:

· Ensuring swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else.

· Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting.

· Empowers customers by offering insights into products and services that align with their specific technical requirements.

· Thrives in a dynamic, high-volume environment, adept at swiftly adjusting to changes.

· Vigilantly monitors for emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution. Quick fixes mean fewer affected customers!

· Maintains regular, reliable, and punctual attendance.

· Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary.

Qualifications:

· Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/Internet sector.

· Two or more years of proven customer service experience.

· Exceptional telephone etiquette is essential.

· Proficiency in both phone and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities.

· Aptitude for grasping and comprehending the company's range of products and services.

· Familiarity with prevalent PC and MAC Operating Systems.

· Broad understanding of voice services, cable TV, and data technologies.

· Capable of interpreting and executing instructions provided in written, oral, or diagrammatic formats.

· Skill in resolving challenges within predefined scenarios that involve multiple variables.

· Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve issues.

· Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives.

· Must meet the requirements to be insured under the company policy.

This position offers the opportunity to work in a dynamic environment where your technical expertise will be valued. If you are passionate about providing top-notch technical support, we encourage you to apply.

What do our employees love about Lightcurve?

· The excitement of a quickly growing and innovative industry

· Helping customers find solutions to their service needs, improving the way they work and play while connected to our services

· Constant opportunities to learn and grow as individuals and with a team

· A truly fun and hard-working culture

Compensation

· Medical, dental and vision insurance

· Optional supplemental insurance programs

· 401K + Matching

· Access to Employee Assistance Programs

· 4 weeks per year Paid Time Off (prorated & accrued) + 10 Paid Holidays per year

Job Type: Full-time

Pay: $20.80 - $28.95 per hour

Application Question(s):

• Do you feel you have exceptional telephone etiquette skills?
• Do you feel you have a broad understanding of voice services, cable TV and data technologies?

Experience:

• Customer service: 2 years (Required)
• Customer Support: 1 year (Required)

Ability to Commute:

• Tacoma, WA 98402 (Required)

Work Location: In person