Technical Support Representative (Onsite Overnight Position)

InteLogix offers paid training, comprehensive medical, dental, and vision insurance, paid time off, employee discounts, and career advancement. This is a full-time, non-seasonal onsite role in El Paso, TX supporting residential customers for a fiber internet, TV, and phone provider. As the first point of contact, you will help keep service running smoothly by resolving connectivity, router, and service or account concerns in real time.

Responsibilities

• Handle customer questions in real time by phone, text chat, and email, delivering top-tier customer service
• Evaluate issue urgency and provide solutions with a calm, professional, and courteous approach
• Troubleshoot and resolve issues on the same day when possible to reduce the need for on-site technician visits
• Diagnose and resolve router and home networking issues, including setup and configuration
• Support customers with provisioning, rebuilding, and portal account setup
• Accurately document each customer interaction in the Tech Support Desktop system
• Maintain customer satisfaction standards in line with the client’s Repair Tech Support guidelines
• Perform other duties as assigned

Requirements

• High school diploma or GED required
• 1+ year of experience in a fast-paced, customer-facing support role (call center, retail, or technical support) preferred, ideally with hands-on troubleshooting for internet/telecom, cable, IT helpdesk, or similar
• Strong analytical and logical problem-solving skills
• Excellent written and verbal communication, with the ability to guide customers through troubleshooting steps clearly and patiently
• Working knowledge of routers, home networking basics, and general computer literacy
• Ability to multi-task and remain composed under pressure in a high-volume environment
• Must be able to commute reliably to an on-site position based out of the El Paso, TX office
• Schedule requires 7 days a week coverage with shifts between 12:00 AM and 11:59 PM (overnight). Must be available for a full-time, five-day schedule that includes at least one weekend day (Saturday or Sunday)
• Strong attendance and reliability are required due to the need for consistent, on-time coverage
• Customer-first mindset and professionalism across phone, email, and in-person interactions

What You’ll Use

• Tech Support Desktop

Compensation: USD 16 per hour. Experience: 1+ years. Education: High school diploma or GED.