Part - time Tier 1 Technical Support Representative (ISP) - Remote Eligible

Part-Time Tier 1 Technical Support Representative

As a Tier 1 Technical Support Representative for an internet service provider, your primary responsibility will be assisting callers with technical issues such as resetting passwords, troubleshooting modems and equipment, diagnosing connectivity problems, and providing step-by-step resolutions. You will work with customers to ensure their internet services function optimally, following troubleshooting scripts and escalation protocols when necessary.

We emphasize strong customer service, accuracy, and dependability, with daily monitoring of tone, notes, and overall performance. Most days involve a high call volume, requiring focus and efficiency. While some interactions are minimal, others demand in-depth troubleshooting or handling of sensitive content. You will receive live support and guidance to remain effective and confident in every interaction.

Required Technical Qualifications

• We do not provide equipment. A Windows-based laptop or desktop is required.
• Dual Screens (your computer is one and you need one additional monitor) and a High-Quality Headset
• No Macs, Chromebooks, Tablets or iPads
• Computer must have at least 8GB of RAM, preferably 16GB or higher
• Strong technical, and problem-solving skills, technical support experience
• Hardwire Connection to the Internet (No WiFi)
• Minimum download speed: 20mbps (Verify at www.SpeedTest.net)
• Minimum upload speed: 10mbps (Verify at www.SpeedTest.net)
• Cannot have any Mobile Hotspot or Satellite Internet Providers
• Exceptional customer service skills with a focus on professionalism and tone
• Strong written and verbal communication skills
• Experience handling high call volumes and troubleshooting customer inquiries

Additional Qualifications

• A+ Certification is a significant plus, but is not required
• Successful completion of a mandatory background check
• A quiet, dedicated workspace free from background noise (e.g., kids, pets, traffic, doorbells, TVs, radios)

Availability

• Schedule: 24/7 Availability - We support these accounts 7 days a week, and weekend work is likely. All times/schedules are posted in Pacific Standard Time.
• Must be available for orientation and training at 7:00 am PST, and we require 100% attendance during our week and a half training.

Compensation and Benefits

• Pay Rate: $15.00/hr.

Frontline Call Center is a W2 employer that does not hire independent contractors.