Isp Tech

ISP Technician - RemoteMust reside within 90 miles of: Raleigh, NC; Cedar Rapids, IA; Huntsville, AL.Cable, Modem, Router, InternetPhone, Email & Web Chat SupportNetworking & TelecommunicationsTroubleshootingTicketing SystemGoogle IT Professional Certification or studying for CompTIA CertificationsOverviewThis position is the step before the Help Desk Analyst title and will build a foundation for IT Help Desk skills, allowing you to start a call center or IT career. It is a fast-paced, inbound call and chat support role providing technical assistance to Internet Service Provider customers.DutiesProvide 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 a volume of 50-75 tickets per 8-hour shift.Learn and support 50+ client accounts, navigating 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 and tickets in multiple ticketing systems.Provide backup assistance for other Technical Support Representatives.Monitor call hopping and call avoidance closely.Maintain attendance: only one absence per month during the first few months.Start Date & EquipmentStart date: May 18, 2026Orientation: Week of May 11Equipment pick-up: Week of May 11Maintain a reliable internet connection at home.Implement a backup plan for internet outages.ShiftCandidates choose an early, middle, or late 2nd shift schedule.40-hour workweek, 5 workdays, 2 off days.8-hour shift, 1-hour lunch.Schedule once chosen cannot be changed.Early-2nd shift (10:00-19:00).Middle-2nd shift (12:00-21:00).Late-2nd shift (15:00-00:00).Two days off per week, not consecutive.Work one Saturday or one Sunday per week.EnvironmentWork from home; requires reliable internet, childcare, and minimal distractions.Remote address must remain within 90 miles of a corporate office.Home office must be hard-wired into internet; Wi-Fi or hotspots not accepted.Performance Evaluation required.Attendance Evaluation required.Metrics & IncentivesPayouts based on 5 Key Performance Indicators: AHT, Schedule Adherence, QA Scores, Attendance, Ticket Errors.Payouts withheld if on verbal or written warning.Salary increase after 4 months.401(k) & PTO opportunity.Job Type & LocationThis is a Contract to Hire position based out of Huntsville, AL.Pay and BenefitsThe pay range for this position is $15.00–$15.50 per hour.Eligibility requirements apply to some benefits and may depend on 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 include:Medical, dental & vision coverageCritical Illness, Accident, and Hospital coverage401(k) Retirement Plan – Pre-tax and Roth post-tax contributions availableLife Insurance (Voluntary Life & AD&D for the employee and dependents)Short- and long-term disabilityHealth Spending Account (HSA)Transportation benefitsEmployee Assistance ProgramTime Off/Leave (PTO, Vacation, or Sick Leave)Workplace TypeThis is a fully remote position.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.J-18808-Ljbffr