Technical Support Representative - Tier 2

Who we are:

At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence. 
Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people around the Globe, this is the career for you!

In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.

• Are you energetic, enthusiastic with an engaging personality?

• Are you driven to deliver effective results while providing excellent customer service?

• Do you have extraordinary communication skills?

What’s it in for YOU?

• Paid Training

• Private Medical Insurance

• Paid Time Off (vacation)

• Referral Program

• Opportunities for career growth

This is a Tier 2 technical support role — you'll handle escalated issues that require deeper diagnostic thinking, including router configuration, network troubleshooting, and service provisioning. If you're someone who genuinely enjoys solving technical puzzles while delivering a warm, human experience, this role was built for you.

Responsibilities:

• Be the first point of contact for residential customers experiencing internet, phone, or cable service issues — primarily via inbound phone, with occasional support via chat and email.

• Diagnose and resolve technical issues in real time, including router troubleshooting, network configuration, and service provisioning — reducing the need for truck rolls and on-site visits.

• Accurately assess the severity and nature of each issue, escalating when appropriate while keeping the customer calm, informed, and confident throughout.

• Document every customer interaction thoroughly and accurately within the Tech Support desktop platform to maintain continuity of service.

• Guide customers through setting up and navigating their customer portal account with clarity and patience.

• Consistently meet and exceed quality and customer satisfaction benchmarks established by our client and InteLogix leadership.

• Collaborate with your team and supervisors to share insights, flag recurring issues, and contribute to continuous improvement.

• Travel occasionally to support program or business needs, as required.

What We Look for in Candidates:

Required

• High School Diploma or GED

• English language proficiency at B2 level or higher — strong written and verbal communication is essential in this role

• Demonstrated ability to think analytically and work through technical problems systematically

• Comfort working in a fast-paced, high-volume call center environment with back-to-back customer interactions

• A natural customer-first mindset — empathy, patience, and professionalism even in high-pressure moments

• Ability to multitask across systems and tools while staying fully present with the customer

Preferred

• Previous experience in a technical support or customer-facing troubleshooting role (ISP, telecom, or broadband experience is a plus)

• Familiarity with residential networking — routers, modems, Wi-Fi configuration, and common connectivity issues

• Experience working with ticketing or CRM platforms