We Could Use Someone Like You in Our Crew.

Our client, a leading telecom company providing high-speed fiber internet to businesses across New York, Philadelphia, and Boston, is seeking Tier 2 Technical Support Mods to join their tech support team.

This role is suited for tech-savvy professionals who can troubleshoot issues quickly, follow clear procedures, and communicate effectively with customers through phones and emails . Mods will monitor automated alerts, escalate outages within 15 minutes, and provide consistent, reliable support during service disruptions.

What You’ll Do:

• Handle Tier 2 customer support through calls and emails

• Troubleshoot technical issues independently and efficiently

• Monitor network alerts and escalate outages within 15 minutes

• Follow outage protocols and understand escalation procedures

• Manage approximately 4 calls per day and 4–5 tickets per hour during busy periods

• Conduct your own research when necessary, especially during outages

• Multitask across multiple systems, tabs, and tools

• Maintain composure and professionalism during high-pressure situations

• Communicate clearly and provide accurate, detailed support

What We’re Looking For:

• Strong technical troubleshooting skills

• Excellent written and spoken English communication

• Strong call-control skills and ability to calm irate customers

• Ability to work under pressure, especially during major outages

• High attention to detail and strong multitasking ability

• Proactive in researching information and understanding protocols

• Prior experience in Tier 2 or complex technical support preferred

• Reliable, organized, and capable of independent problem-solving

• Must complete a grammar screen, including a live writing sample

• Must be available for weekend work and all US Holidays