Archtop Fiber is seeking a Technical Support Representative II to support residential and business customers from Kingston, NY, onsite.

Assist customers with technical requirements during onboarding and after installation.
Deliver expert technical assistance to both residential and commercial customers.
Offer remote support to field technicians to ensure installations run smoothly and successfully.
Participate in user testing for system updates and encourage use of self-service resources.
Maintain reliable attendance and complete other duties as assigned.
Take part in an on‑call rotation.
Provide outstanding service across phone, chat, email, and social channels.
Own escalations through resolution, ensuring customer satisfaction.
Create training materials and job aids to promote team knowledge sharing.
Contribute to developing and maintaining a customer-facing knowledge base.

Full-time, on-site availability at our Kingston, NY location.
2–4 years of experience in customer service, technical support, and/or sales.
High school diploma or equivalent required; technical or associate degree preferred.
Strong multitasking, problem-solving, and written and verbal communication skills.
Team-oriented mindset with a high sense of urgency and accountability.
Comfort with feedback, independent decision-making, and learning new systems.
Familiarity with customer service platforms such as HubSpot, Zendesk, and Intercom.
Experience with OSS/BSS systems such as Gaiia, MBS, Wavelo, or NISC.
Working knowledge of softphone platforms including RingCentral, Aircall, and Dialpad.
Demonstrated experience troubleshooting fiber networks, ONTs, and routers.
Experience with Adtran and eero is preferred.
Willingness to travel and work on-site, with occasional remote opportunities.
Ability to sit for extended periods and work with various digital tools.

Hourly rate: USD 23 - 24 per hour

Technical Support Representative - II

Job Description