SUMMARY
As Technical Customer Support Representative, you become the embodiment of our commitment to our customers by helping customers maintain, troubleshoot and restore their service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Customer Service – Interact with existing customers via email, phone or walk-in, determine their needs and assist them with their inquiries, interests, and/or questions.
- Troubleshooting – Run diagnostics and tests as needed for customers who present service issues.
- Innovation – Analyze processes and technologies to identify areas of potential improvement.
- Customer Education – Educate customers on plans and usage capabilities as well as provide information on how our service works
- Computer Skills – Basic troubleshooting techniques for PC’s and Mac’s.
- Customer Service – Able to provide excellent customer service and familiar with de-escalation techniques for upset customers.
- Education/Experience – High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.
Qualifications
OTHER SKILLS AND ABILITIES
- Computer Skills – Basic troubleshooting techniques for PC’s and Mac’s.
- Customer Service – Able to provide excellent customer service and familiar with de-escalation techniques for upset customers.
- Education/Experience – High school diploma or general education degree (GED) or one to three months related experience and/or training in computer software and hardware.
- Strong phone service and customer-friendly communication
- Patience, de‑escalation skills, and clear problem-solving
- IT support basics: hardware/software, Wi‑Fi, TCP/IP fundamentals
- Networking knowledge required: routing, IP addressing, DNS, DHCP
- Experience using help desk tools/ticketing systems a plus
- Availability for a full-time schedule; occasional evenings/weekends as needed
- ISP or wireless broadband support experience
- Familiarity with common home gateways/routers
- Basic command-line tools (ping, tracert, ipconfig/ifconfig)
- Full-time role with company benefits
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Uphold and champion the company’s core values of trustworthiness, innovation, supportiveness, and dedication, inspiring the team to do the same.
Category Decision
The duties and responsibilities for the position have been analyzed.
On that basis, this position has been judged to be: Non-Exempt
Skills Required
- High school diploma or GED
- One to three months of related computer software or hardware experience or training
- Strong phone service and customer-friendly communication skills
- Patience, de-escalation skills, and clear problem-solving abilities
- Basic hardware and software troubleshooting skills
- Networking knowledge including routing, IP addressing, DNS, and DHCP
- ISP or wireless broadband support experience
- Familiarity with common home gateways and routers
- Basic command-line tools including ping, tracert, ipconfig, and ifconfig
- Availability for a full-time schedule, including occasional evenings and weekends as needed
- Experience using help desk tools or ticketing systems
What We Do
VTX1 Companies provides dependable internet and phone services (fiber and fixed wireless) across South Texas for homes, businesses, schools, and hospitals. Founded in 1952 as the Valley Telephone Cooperative, the company is committed to community values and expanding broadband access through modern infrastructure, offering flexible, no-contract plans to ensure speed, reliability, and connectivity for rural and urban communities.
