Technical Support Representative - Tier I

Socket Fiber has grown from a small Columbia, MO startup to a trusted fiber internet provider, serving residential and business customers across 21+ counties. What started as a local solution to bring internet access to mid-Missouri has evolved into a fiber-to-the-home network reaching more than 90,000 homes with speeds up to 5 GIGs. With our corporate headquarters still in Columbia, MO, we provide customers with a value-driven, customer centric alternative to the incumbent service providers - because people deserve better. Socket is committed to equal opportunity and will provide reasonable accommodations for applicants with disabilities, as required by the ADA.

Socket is seeking a skilled Technical Support Representative to provide exceptional assistance to customers. You'll be the main point of contact for troubleshooting, resolving issues, and ensuring seamless service operation. Additionally, you'll support new user set-ups and help improve our technical knowledge base. Join us in delivering outstanding service and fostering customer satisfaction.

This position requires flexibility with call center hours, including work beyond 5:00 PM and on weekends.

This is an in-office position.

What We Offer

• Competitive compensation
• 401k matching
• Medical benefits
• Dental benefits
• Vision benefits
• Free fiber services if available in your area
  
  

Primary Responsibilities

• Answer technical queries from current customers
• Receive training on new technologies or products
• Document and update known problems and solutions, notifying Tier II, or above, when applicable
• Interact with all Tiers, supervisors, and other departments to ensure customer issues are resolved in a timely manner
• Act as a backup to the Customer Service in-bound phone queue as needed
  
  

Other Duties

• Assists with festivals and trade shows
• Works on special projects as directed by supervisor
• Other duties as assigned
• Maintain regular reliable attendance
  
  

Skills

• Proficiency with computers
• Excellent written and verbal communication skills
• Telephone handling skills
• Data Entry
• Multitasking
  
  

Desirable Skills

• Friendly demeanor
• Previous Technical Support experience
• Customer service experience
• Ability to prioritize tasks
• Teamwork
  
  

Ready to grow your career and make a real impact? Apply now and join Socket’s team of dedicated professionals committed to exceptional service and innovation!