ISP Support Technician

ISP Support Technician 100% remote *must reside within 90 miles of: Raleigh, NC Cedar Rapids, IA Huntsville, AL Technical + Cable, Modem, Internet + Phone, Email & Web Chat Support + Networking & Telecommunications + Troubleshooting + Ticketing System + Google IT Professional or studying for CompTIA Overview This position is the step before the Help Desk Analyst title, which will build a foundation of IT Help Desk skill, which will allow you to start your call center or IT career. This is a fast-paced position, handling inbound calls to provide technical support. Applicants should be aware of the attendance policy, where agents cannot miss any days during the required 1-month training portion. The company provides solutions that help our 1,500 electric and telephone members bring all the advantages of today's evolving technology to rural America. Company solutions are developed specifically to meet the needs of rural utilities and their customers, and include integrated smart grid solutions, advanced metering networks, next-generation energy, grid intelligence, broadband, managed services, mobile and video. Support a dynamic, growing cooperative with more than 800 employees operating out of eight office locations. We are looking to add experienced staff to our growing company to help our rural cooperative members develop their technology. Our approach is to educate and support our members as we work with them through a consultative process. Duties + Provide world-class external, customer support for an Internet Service Provider within a 24x7x365 environment. + Answer technical support calls, chats and emails in a professional manner that adheres to company and departmental policies. + Manage volume of 50-75 tickets, per 8-hour shift. + Learn and support 50+ client accounts, as well as navigate computer systems unique to each member. + Assist customers in diagnosing voice, data, video, and connectivity issues. + Answer questions and provide solutions that ensure an optimal customer experience. + Troubleshoot internet, cable, and modems for business and residential customers. + Document and record phone calls within multiple ticketing systems. + Provide backup assistance for other Technical Support Representatives. + Call hopping and call avoidance are monitored heavily. + Daily attendance is monitored and only 1 absence per month is allowed during the first few months. Start Date & Equipment + Start Date, August 18 + Orientation takes place the week of August 11 + Equipment pick-up and/or shipping is the week of August 11 + You will need to maintain your own internet connection + If your home internet goes down, you will need a backup plan to maintain good standing + Applicants will provide your own ethernet cord + Company will provide PC, 2 monitors, headset, mouse and keyboard Shift + Candidates will choose an early, middle or late 2nd shift schedule + 40-hour workweek, 5-work days, 2-off days + 8-hour shift, 1-hour lunch + Once schedule is chosen, candidates will not be able to change + Early-2nd shift (10am-7pm) + Middle-2nd shift (12pm-9pm) + Late-2nd shift (3pm-12am) + 2 days off per week, not consecutive + Will work 1 Saturday or 1 Sunday per week Environment + Work from home, must have reliable internet, childcare, and minimal distractions. + Your remote, work-from-home address must remain within 90 miles of a corporate office. + It is required for your home office to be hardwired into your internet. + Remote internet speed required: 20 download & 5 upload. + Wi-Fi or hotspots will not be accepted. + Performance Evaluation. + Attendance Evaluation. Training + 6-weeks training, must maintain 100% attendance during training. + First call out for any reason will lead to a final warning with or without a doctor's note. + Planned days off, require advanced approval. + Second time out while on a warning can lead to a drop. + No Call No Show is considered unprofessional communication and will lead to drop. + Weekly tests must be passed. Pay Scale & Incentives + Opportunity to earn up to $300 monthly + Payouts will be based on 5-Key Performance Indicators + AHT (Average handle time) + Schedule Adherence + QA Scores + Attendance + Ticket Errors + Payouts are not paid if on verbal or written warning + Salary increase after 4 months + 401K & PTO Opportunity + $0.25 - $0.50/hr increase for achieving qualified IT certification (CompTIA A+, Sec+, Net+, CCNA) Pay and Benefits The pay range for this position is $15.00 - $15.50/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a fully remote position. Application Deadline This position is anticipated to close on Aug 1, 2025. h4> About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. About TEKsystems and TEKsystems Global Services We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.