Technical Support Agent

Nextlink Internet is hiring a Technical Support Agent in Hudson Oaks, TX to serve as the first line of support for residential and business customers.

Responsibilities

• Provide exceptional customer service in phone, email, chat, and social media interactions
• Troubleshoot connectivity and internet service issues using step-by-step methods
• Handle no-connection, intermittent, slow-speed, and fiber connectivity problems
• Create and manage customer issue tickets using company support tools
• Diagnose and work toward resolutions for internet issues for both residential and business customers
• Support plan upgrades or downgrades based on customer needs
• Schedule service appointments for field technicians
• Document customer interactions, findings, and solutions accurately
• Complete additional duties as assigned

Requirements

• Curiosity and comfort with the internet, Wi-Fi, computers, or basic networking (professional or personal experience)
• Strong communication and problem-solving skills
• Ability to stay calm, positive, and customer-focused
• Ability to sit for extended periods and work in an office environment

Pay & Schedule

• Salary: USD 18 - 18 per hour
• Job type: Full-time
• Hours: 40 hours per week
• Scheduling: Stable schedules with opportunities for overtime based on business need
• Shift differential: $2.00/hour applied to hours worked after 6:00 PM, any day of the week

Available Shifts

• 9a-8p - Tu-Th, Sa
• 11a-10p - Tu-Th, Sa
• 11a-10p - F-M

Benefits

• Fully paid training during your first three weeks at the Fort Worth office
• 401(k) + Company Match
• Health, Dental, and Vision insurance
• Health savings account (HSA option)
• Life insurance
• Paid time off & parental leave
• Employee discounts
• Employee Assistance Program
• Referral bonuses
• Bilingual Pay Incentive: Candidates who pass the bilingual assessment receive an additional $1.00/hour
• 401(k) matching
• Paid time off
• Parental leave
• Referral program

Work Location

• Onsite: Hudson Oaks, TX