Customer Experience Tech Advocate

Description

Better 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.

Are 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.

• Serve as the first point of contact for inbound customer calls, chats, and tickets
• Identify and troubleshoot basic internet connectivity issues — slow speeds, dropped connections, equipment reboots, and Wi‑Fi setup
• Verify service outages, check account status, and guide customers through power cycling and device reconnection
• Confirm SSIDs, passwords, and proper modem/router connections
• Schedule technician appointments for issues requiring an on-site visit
• Document all interactions thoroughly in the account system after every call
• Escalate complex issues to Tier 2 with a detailed handoff if unsolvable

• Handle escalated and complex technical issues that go beyond Tier 1 scope
• Diagnose slow speeds, intermittent connectivity, packet loss, latency, and signal issues using network diagnostic tools
• Troubleshoot Wi‑Fi performance, device compatibility, DNS resolution, VoIP, and more
• Analyze signal levels and identify root causes of advanced network problems
• Coordinate with field technicians and cross‑functional teams for on‑site resolution
• Serve as a knowledge resource and support escalation point for Tier 1 team members
• Maintain thorough and accurate documentation on all escalated cases

• High School Diploma or GED Certificate is required and College Experience Recommended

• Bilingual in English and Spanish preferred, with the ability to communicate professionally in both verbal and written interactions.

• Experience in a Tier 1/Tier 2 ISP, networking, or technical troubleshooting environment
• Call center experience or equivalent customer‑facing support background
• Comfortable troubleshooting internet, networking, and equipment issues over the phone
• Strong communication skills — able to translate technical concepts into simple, clear language for customers
• Reliable, punctual, and able to be live and ready to assist customers at the start of every shift

• Familiarity with modem/router configuration, signal diagnostics, DNS, VoIP, or home networking
• Experience with CRM or ticketing platforms
• A natural problem‑solver who takes ownership and follows through

Bilingual 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)

Minimal physical effort under typical office conditions but must…