Customer Service Rep ; Technical Support

Job Summary

The Customer Service Rep 1 – CSCC is responsible for providing quality technical support to Momentum's White Label Enterprise resellers, customers, and end-users. Escalated issues are tracked to resolution.

This position is located in our Cartersville, GA office. 100% in-office attendance is expected during training. A hybrid schedule (requiring a minimum of three days per week in office) may be approved after onboarding, contingent on meeting performance, attendance and conduct standards and any additional needs for future training. For hybrid work approval, employees must maintain an acceptable internet connection speed suitable for VOIP services at home;

if this cannot be guaranteed, employees should report to the office.

• Providing superior customer service and technical support to data and voice subscribers.
• Field inbound calls resolving technical VoIP and data connection issues.
• Meet all individual performance goals and standards.
• Work independently with minimal guidance and demonstrate a sense of urgency for customer‑impacting issues.

• Initiate, update, escalate, track and close trouble tickets. Monitor for ticket responses in accordance with established SLAs.
• Troubleshoot and resolve MSO escalations and subscriber‑level data/voice issues, including equipment and application issues.
• Submit service dispatch requests (truck rolls).
• Perform outbound calls to customers/end‑users as follow‑up to open cases.
• Demonstrate friendly, caring, empathetic support to both internal and external business customers.
• Adhere to Momentum policies and procedures.
• Maintain acceptable performance according to published standards.
• Other duties as assigned by management.

• High school graduate, some college and/or knowledge of computing, networking preferred.
• A+, Network+ certification preferred.
• VoIP experience preferred.
• Exposure to Microsoft Office Suite and spreadsheets preferred.

• Analytical mindset with strong attention to detail and accuracy.
• Demonstrated exceptional customer service skills.
• Excellent verbal and written communication skills.
• Working knowledge of TCP/IP, VLAN, NAT, DNS, DHCP preferred.
• Knowledge of the cable modem/internet industry preferred.
• Knowledge of PC configuration and related applications preferred.
• Knowledge of email, internet and VoIP setup, configuration and troubleshooting preferred.

• Expected to adhere to a flexible schedule to ensure coverage on all shifts.
• Required to sit for extended periods.
• Use hands to reach, hold, and type.
• Able to hear and possess strong listening skills.
• Occasionally required to stand, walk, climb, or balance; stoop, kneel, crouch, or crawl.
• Specific vision requirements include close vision, distance vision, color vision, depth perception, and ability to focus.
• Must be able to speak clearly.