Technical Support Representative

LiveOak Fiber is seeking an experienced Technical Support Representative to support customers onsite in Niceville, FL. In this role, you will troubleshoot complex technical problems on the local area network, assist with service provisioning and billing-related workflows, and coordinate across teams to keep customers moving forward.

You will handle customer-facing support through digital communication channels and ticketing systems, working daily tickets while applying foundational networking principles. The position also includes using telemetry tools such as Calix Cloud to investigate customer network performance and help resolve issues efficiently.

What you’ll do

• Use a technical support background to resolve complex service issues via digital channels in a timely and effective manner
• Help provision voice and data services
• Assist with phone number porting
• Accept orders from new customers and modify existing customer orders
• Schedule installations, work orders, and trouble calls as needed
• Diagnose and troubleshoot technical problems using foundational networking principles to ensure accurate resolutions
• Work tickets daily and manage inquiries, escalations, and service requests in a timely way
• Act as a liaison between technical support, engineering, and customer service teams to support smooth collaboration
• Use Calix Cloud (telemetry programs) to troubleshoot customer network performance
• Identify issues that require escalation and route them to higher-level technical teams or management when necessary
• Reach out proactively to address potential service concerns, conduct customer satisfaction surveys, and collect feedback for continuous improvement

Minimum qualifications

• 2+ years of experience in technical support with a strong foundation in networking principles and troubleshooting
• Experience supporting voice services
• Experience adding and removing services on existing accounts
• Experience scheduling work orders for customers using dispatch software
• Experience in telecommunications for at least a year
• Understanding of service provisioning for voice and data
• Experience working with billing and provisioning systems
• Flexible hours, including occasional nights and weekends

Helpful background

• Relevant technical certifications (examples provided: CompTIA Network+, CCNA)
• Experience with Calix (or other GPON systems)
• Hands-on experience working with billing and provisioning systems
• Associate's degree or equivalent education
• Certification in customer service or technical support

Tools and technologies

• Calix (GPON system)
• Calix Cloud

Pay and benefits

• $24 - $26 USD per hour
• 100% company-paid medical, dental, and vision coverage for you and your dependents
• Bonus potential
• Career development opportunities
• Competitive total rewards program including employer-paid medical, dental, and vision
• Paid time off

Working environment and physical demands

• Walking: up to 40%
• Standing: up to 40%
• Reaching: up to 10%
• Lifting and/or bending: up to 10%
• Indoor and outdoor work environment
• Able to lift up to 45 pounds
• Travel: 10%