Customer Technical Support Representative - Tier 1

Overview

ElektraFi Is Growing! We are currently accepting applications for All Shifts (Days, Evenings, & Weekends)

Job description:

ElektraFi is one of the fast-growing Rural Broadband Internet Service Providers (ISP) focused on bringing Reliable, High-Speed Internet to underserved rural areas.
As we continue to expand, we’re looking for highly motivated Customer Support Representatives (CSRs) to join our team at our Denton, TX office.

If you’re a Technical Support Professional, who is passionate about Helping People, Solving Problems, and Making a Difference in the communities we serve, We want to hear from you!

NOTE:
This position(s) are for IN-OFFICE, NON-REMOTE, NON-HYBRID employment in a Professional Office Environment.

All Applicants must be willing and able, to pass All Pre-Employment Screening, up to, or including: Federal, State & Local Background Checks, Certification Verifications, Reference Checks.

What You’ll Do:

Tier 1 Customer Support Representatives are typically entry-level professionals who act as the “front line” of network support. They handle high-volume, low-complexity tasks and are expected to resolve issues quickly or escalate them efficiently.
In a 24/7 Network Operations Center (NOC), they might work night shifts to ensure constant coverage.

Typical Job Tasks & Responsibilities, include:

Initial Incident Response and Troubleshooting

• Serve as the first point of contact for network-related issues reported by users, customers, or automated systems.
• Perform basic diagnostics to identify common problems like connectivity issues, slow performance, or hardware malfunctions (e.g., rebooting routers, checking cable connections).

Network Monitoring

• Monitor network performance using tools like Nagios, or Zabbix to detect alerts such as downtime, high latency, or bandwidth overuse.
• Respond to real-time notifications from network management systems and take initial corrective actions.

Ticket Management

• Log, categorize, and prioritize support tickets in a ticketing system based on severity and impact.
• Update tickets with initial findings and resolution steps or escalate them to Tier 2 if beyond basic scope

Basic Configuration and Maintenance

• Perform simple network device configurations, such as setting up IP addresses, resetting passwords, or enabling/disabling ports under supervision.
• Assist in routine maintenance tasks like firmware updates or backups as directed by higher tiers

Customer and End-User Support

• Communicate with end-users or customers to gather information about reported issues (e.g., “Can you ping the server?” or “Is the Wi-Fi light on?”).
• Provide basic guidance, such as restarting devices or checking physical connections, in a clear and professional manner.

Escalation to Higher Tiers

• Recognize when an issue exceeds Tier 1 expertise (e.g., complex routing problems, hardware failures) and escalate to Tier 2 or Tier 3 with detailed notes.
• Follow escalation protocols and ensure proper handoff to minimize resolution time.

Documentation and Knowledge Base Updates

• Document common issues and their resolutions to contribute to a knowledge base for future reference.
• Follow standard operating procedures (SOPs) provided by senior engineers or management.

Basic Security Monitoring

• Report suspicious activity (e.g., unusual login attempts, traffic spikes) to security teams or higher tiers.
• Perform initial checks like resetting compromised user credentials under guidance.

Hardware and Connectivity Checks

• Verify physical network components (e.g., cables, switches, routers) for obvious issues like loose connections or power failures.
• Coordinate with field technicians or on-site staff for hands-on tasks when remote fixes aren’t possible.

What We’re Looking For:

• Strong customer service and communication skills. You’re empathetic, patient, and great at explaining things in a way anyone can understand.
• A problem-solver with basic technical aptitude. You enjoy helping people figure things out and can guide them through troubleshooting steps with ease.
• Detail-oriented and organized. You know how to keep accurate records and follow up where needed.
• Comfortable identifying upsell opportunities and introducing customers to services that can improve their experience.
• A team player who’s flexible and willing to support other departments, especially our Inside Sales team, as we continue to grow.Required Experience:
• Previous Customer Technical Support experience (Call Center or Help Desk preferred).
• Basic knowledge of internet services or tech troubleshooting is a plus.
• Sales or upselling experience is a bonus but not required—we’ll train the right person!
• Comfortable working on-site in our Denton, TX office.

Why Work With ElektraFi?

• Be part of a growing company that’s making a real difference in rural communities.
• Opportunities for cross-training and advancement as we expand.
• Friendly, team-oriented office culture.
• Competitive pay and benefits.

Compensation:
Competitive pay + potential for bonuses based on upsell and customer satisfaction metrics.

Ready to join a company that’s building the future of rural internet? Apply today and help us connect more communities across Texas and Colorado!

Skills

• Proven experience in technical support or help desk roles with strong problem-solving skills.
• In-depth knowledge of software troubleshooting across multiple operating systems such as Windows Server environments and macOS.
• Familiarity with computer networking concepts including TCP/IP, DNS, LAN/WAN management, VPNs, firewalls, and network security best practices.
• Hands-on experience managing computer hardware components and supporting desktop environments using tools like SCCM and GPO.
• Strong communication skills to clearly explain technical issues to non-technical users while maintaining professionalism.
• Ability to analyze complex technical problems quickly and efficiently resolve issues related to IT infrastructure or software applications.
• Knowledge of IT support tools such as ServiceNow, Jira, BMC Remedy for incident tracking and resolution workflows. Join us to be part of a vibrant team committed to delivering top-tier customer service while expanding your technical expertise in a rewarding environment!

Pay: $15.00 - $18.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Application Question(s):

• Sponsorship: Will you now or in the future require sponsorship for an employment visa (e.g., H-1B)?
• Are you willing & able to Pass Pre-Employment Background Screening?
• Do you currently possess any IT or Technology Certifications, or have you completed any previous IT/Technology Training or Educational Programs? If YES, Which Certifications/Training?
• Do you possess strong Verbal & Written English Language Skills?
• Are you willing to work IN-OFFICE, NON-REMOTE professional environment?

Experience:

• Help desk: 1 year (Preferred)
• Technical support: 1 year (Preferred)
• IP networking: 1 year (Preferred)
• IT support: 1 year (Preferred)

Language:

• English (Required)

Location:

• Denton, TX 76201 (Required)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Work Location: In person