Customer Experience Tech Advocate

DescriptionBetter Careers Start Here! Join a company that fosters career growth through formal job training and strategic leadership development programs. The amazing career opportunities at Hunter Communications are fueled by our rapidly expanding, state-of-the-art fiber internet and world-class customer service.At Hunter Communications, all employees are provided a benefit package including medical, dental, vision, disability coverage, life insurance, and an employee assistance program. We offer very generous vacation, sick, and holiday time off, a 401k program with a generous employer match, and numerous bonus opportunities.About The RoleAre you passionate about technology and delivering exceptional customer experiences? Hunter Communications is looking for motivated, tech-savvy Customer Support Representatives to join our growing team. Whether you are an experienced networking pro or a sharp call center veteran ready to grow, we want to hear from you.In this role, you will be the voice of Hunter Communications — helping our customers stay connected, resolving technical issues with confidence, and delivering the kind of service that keeps people coming back.What You Will DoTier 1 Responsibilities:Serve as the first point of contact for inbound customer calls, chats, and ticketsIdentify and troubleshoot basic internet connectivity issues — slow speeds, dropped connections, equipment reboots, and Wi-Fi setupVerify service outages, check account status, and guide customers through power cycling and device reconnectionConfirm SSIDs, passwords, and proper modem/router connectionsSchedule technician appointments for issues requiring an on-site visitDocument all interactions thoroughly in the account system after every callEscalate complex issues to Tier 2 with a detailed handoff if unsolvableTier 2 ResponsibilitiesHandle escalated and complex technical issues that go beyond Tier 1 scopeDiagnose slow speeds, intermittent connectivity, packet loss, latency, and signal issues using network diagnostic toolsTroubleshoot Wi-Fi performance, device compatibility, DNS resolution, VoIP, and moreAnalyze signal levels and identify root causes of advanced network problemsCoordinate with field technicians and cross-functional teams for on-site resolutionServe as a knowledge resource and support escalation point for Tier 1 team membersMaintain thorough and accurate documentation on all escalated casesRequirementsEducation:High School Diploma or GED Certificate is required and College Experience RecommendedBilingual Bilingual in English and Spanish preferred, with the ability to communicate professionally in both verbal and written interactions. RequiredExperience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environmentCall center experience or equivalent customer-facing support backgroundComfortable troubleshooting internet, networking, and equipment issues over the phoneStrong communication skills — able to translate technical concepts into simple, clear language for customersReliable, punctual, and able to be live and ready to assist customers at the start of every shiftPreferredFamiliarity with modem/router configuration, signal diagnostics, DNS, VoIP, or home networkingExperience with CRM or ticketing platformsA natural problem-solver who takes ownership and follows throughAdditional RequirementsBilingual proficiency in English and Spanish is preferred, as this role may regularly assist Spanish-speaking customers with account questions, billing, technical support, and service needs.This is a full-time position working Monday through Friday, 40 hours per week 8am-5pm (eight-hour shifts)Physical RequirementsMinimal physical effort under typical office conditions but must occasionally lift and/or move up to 25 lb. Ability to operate standard office equipment. Frequent sitting, talking, hearing and mental concentration for prolonged periods required; use of hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms; specific vision requirements include close vision and the ability to adjust focus, ability to distinguish color in graphs, charts, etc. Must be able to communicate and be understood clearly; hearing ability requirements include ability to interact with employees, the public, elected or appointed officials and outside organizations.Hunter Communications provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.