Network Support Specialist

Role overview

This remote Network Support Specialist I role serves as the first line of technical support for residential and small business customers across voice, data, video, and security services. The position offers hands-on exposure to IPTV, POTS, DSL, and fiber-to-the-premise broadband technologies while helping manage escalations and internal network operations. A bias for fast, friendly problem-solving is central to the customer experience.

Responsibilities

- Diagnose and resolve hardware, software, video, broadband, and phone issues for residential and small business customers. - Support both business and residential products, delivering effective solutions within target timelines. - Document every interaction and update in the service database across each stage of the support lifecycle. - Monitor outages and maintenance events, gathering data and escalating as appropriate. - Identify root causes, implement fixes, and route unresolved issues up the chain when needed. - Maintain product knowledge while juggling multiple priorities in a fast-paced queue, working scheduled shifts that include nights, weekends, and holidays.

Requirements

- At least one year of customer support, network troubleshooting, or technical service experience, preferably in telecommunications. - High school diploma or equivalent required; technical certifications or relevant coursework are a plus. - Ability to read and apply technical documentation, manuals, and procedures. - Proficiency with computers, email applications, and Microsoft Office. - Strong problem-solving skills and clear written and verbal communication with non-technical audiences.

Nice to have

- Organized, dependable approach to managing multiple support tickets with accuracy and follow-through. - Comfort thriving in a fast-paced environment across multiple concurrent tasks.

Benefits and work setup

- Remote position with required in-person training at the High Point, NC location. - Comprehensive medical, dental, and vision coverage; paid time off and paid holidays; HSAs and FSAs. - 100% employer-paid life and disability insurance, Employee Assistance Program, and a 401(k) plan with up to 5% employer contribution plus a self-directed brokerage option. - Wellness program with incentives, employee referral bonuses, and a discount on fiber internet service for employees within the service area. - Applicants must be at least 18 years of age at the time of application.