Customer Service Representative

Summary:

Bresco Solutions is seeking a customer-focused, tech-savvy Customer Service Representative (CSR) to serve as the first point of contact for residential, multiple dwelling unit (MDU), and business customers.

In this role, you will handle inbound calls, troubleshoot service issues, assist with account and billing requests, and ensure accurate ticket creation and escalation. You will work closely with the rest of the Customer Service team, as well as the Network Operations Center (NOC), Field Operations, and Sales to maintain exceptional customer experience, support SLA compliance, and ensure smooth service delivery across all Bresco and Ohio Gig properties.

This position is ideal for someone who is empathetic, patient, organized, and eager to grow technically within a team‑oriented environment.

You will be part of an Ohio-based team committed to technical excellence, proactive problem-solving, and continuous improvement. Bresco offers an environment where opportunities for growth, career development, and community involvement are encouraged and supported.

• Handle inbound calls, emails, and messages regarding service issues, outages, billing questions, portal access, and residential sales inquiries.
• Create, classify, and track support tickets in Customer Relationship Management (CRM) and IT Service Management (ITSM) tools for Bresco and Ohio Gig properties until resolution or proper escalation.
• Guide customers through basic troubleshooting, including reboots, Wi‑Fi checks, device setup, and verifying signal strength and connectivity.
• Clearly communicate ticket status, next steps, scheduled technician visits, and expectations for resolution.

• Perform first‑level diagnostics and attempt resolution using established processes.
• Escalate complex, unresolved, or service‑impacting issues to the appropriate Level 2 Support team based on escalation criteria.
• Capture complete customer interaction details — Who, What, When, Where, Why — for seamless handoffs.
• Monitor active escalations and follow up with customers to ensure timely and accurate updates.
• Process payments, send invoices, assist with billing inquiries, and update authorized users on customer accounts.
• Note delinquent accounts according to company policy and guide customers through payment options.
• Assist with portal login resets, password help, and basic account access troubleshooting.

• Maintain excellent ticket quality with accurate classification, detailed notes, and proper step‑by‑step documentation.
• Ensure tickets are updated throughout their lifecycle and closed only when resolution is confirmed with the customer.
• Support reporting accuracy by entering clean data for use by Operations, NOC, and leadership teams.

• Experience in customer service, call center, help desk, or support environment.
• Strong customer‑first mindset with patience, empathy, and professionalism.
• Strong communication skills with the ability to explain technical concepts clearly to customers with varying degrees of comfort with technology.
• Basic understanding of home networking setups such as Wi‑Fi, modems/routers, and device connectivity.
• Ability to multitask between live calls, ticketing systems, and troubleshooting tools.
• Strong typing, documentation, and organizational skills with attention to detail.
• Ability to work evenings, weekends, and holidays as required within a 24/7/365 call center.

• Prior ISP, telecommunications, or technical support experience.
• Experience using CRMs, ITSM ticketing platforms, or other management tools.
• Exposure to NOC operations or network monitoring tools.
• Familiarity with VoIP troubleshooting, fixed wireless equipment, or fiber internet systems.