Customer Support Specialist I

About All Points Broadband

All Points Broadband is a fast-growing fiber-to-the-home (FTTH) provider dedicated to bridging the digital divide and bringing high-speed internet access to underserved communities throughout Virginia and beyond. Headquartered in Richmond, VA, we are committed to building and operating state-of-the-art fiber networks that empower residents, businesses, and communities with the connectivity they need to thrive in today's digital world.

As a dynamic and rapidly growing FTTH provider, All Points Broadband fosters a collaborative and entrepreneurial culture where teamwork and innovation are highly valued. We operate as one cohesive team, working together to drive rapid growth and achieve ambitious goals. We empower our employees to take ownership, contribute their unique talents, and make a real difference in connecting communities. If you're looking for a fast-paced environment where you can learn, grow, and contribute, All Points Broadband is the place for you.

The Opportunity:

Under general supervision, in an in-bound call center environment the Customer Support Specialist will provide technical and network problem resolution to users (either customers or company field technicians) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, verifying proper hardware and software set up, power cycling equipment, verifying billing information, and troubleshooting connectivity issues. Support to users will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Key Responsibilities:

Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
Interact with the company’s field technician for remote technical support.
Gather customer information and determine the issue by evaluating and analyzing the symptoms.
Diagnose and resolve technical hardware and software issues involving internet connectivity.
Research required information using available resources; follow standard processes and procedures.
Accurately process and record call transactions using designated tracking software.
Organize ideas and communicate oral messages appropriate to listeners and situations.
Follow up and make scheduled call backs to customers where necessary.

Required Skills and Experience:

Proper phone etiquette; demonstrated proficiency in typing and grammar.
Knowledge of or ability to learn relevant software, computer applications, and equipment.
Knowledge of or ability to learn customer service principles and practices.
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions.
Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which an employee operates.
Must be able to sit for long periods of time; position requires use of headset/microphone.
Must be able to pass pre-employment drug screening and background check.

Education:

High school diploma or equivalent.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance

Work Location: Hybrid remote in Richmond, VA 23219