Technical Support Representative - Tier 2

About the role

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

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Company Intel

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