Service Support Technician

Tier 1 Customer Support Specialist (Technical Support)

On‑Site | Shift‑Based Schedule. Full‑Time | Contract‑to‑Hire Opportunity. Competitive Pay + 5% Shift Differential (2nd Shift).

We are hiring Tier 1 Customer Support Specialists to serve as the first point of contact for customers needing technical assistance. In this role, you'll play a critical part in delivering a positive customer experience while helping resolve common technical issues related to internet services, devices, and connectivity.

This is an excellent opportunity for individuals looking to start or grow a career in IT support, networking, or technical customer service. You will receive structured training, hands‑on experience, and the opportunity to develop real‑world troubleshooting skills.

• First 60 days:
  Training on 1st shift
• After training:
  Transition to 2nd shift schedule
• 5% shift differential included for 2nd shift
• Must be flexible to work evenings, weekends, and holidays as needed

• Act as the primary point of contact for customer support via phone, email, and chat
• Troubleshoot and resolve common technical issues involving routers, ONTs, set‑top boxes, Wi‑Fi networks, access points, smart TVs, streaming devices, and IoT devices
• Follow structured troubleshooting guides to resolve issues efficiently
• Document all interactions, updates, and resolutions in a ticketing system
• Escalate complex issues to Tier 2+ teams with clear, detailed documentation
• Ensure timely communication and follow‑up throughout the ticket lifecycle
• Advocate for customers and deliver a high‑quality support experience

• Strong customer service and communication skills (written & verbal)
• Ability to explain technical concepts in a clear and simple way
• Problem‑solving mindset with the ability to adapt in real‑time
• Comfortable working independently, especially in a second‑shift environment
• Basic understanding of IP networking
• Windows 10
• Consumer tech (routers, streaming devices, smart TVs)
• Comfortable using computers, Microsoft Office, and learning new systems

• Previous experience in technical support or help desk roles, call center or customer service environments, IT, networking, or troubleshooting roles
• Familiarity with ticketing systems or CRM platforms
• Familiarity with tools used for diagnosing connectivity issues

• Technical Troubleshooting
• Customer Support & Communication
• Networking Basics (IP, Wi‑Fi)
• Ticketing Systems / CRM
• Device Support (Smart TVs, Streaming, Routers)

• Entry‑level friendly with structured training program
• Clear path into IT support, networking or Tier 2 roles
• Hands‑on experience with real‑world technical issues
• Build both technical and customer‑facing skills
• Additional pay incentive with shift differential

• Entry‑level candidates looking to break into IT or technical support
• Customer service professionals with an interest in technology
• Individuals who enjoy problem‑solving and helping others
• Candidates seeking a long‑term career path in tech

Contract to Hire position based out of East Lansing, MI. Fully onsite.

Pay range: $22.00 – $25.00 per hour. Eligibility requirements apply to some benefits and may depend on your 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 may include the following:

• Medical, dental & vision
• Critical illness, accident, and hospital
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health spending account (HSA)
• Transportation benefits
• Employee assistance program
• Time off/leave (PTO, vacation, or sick leave)

Fully onsite position in East Lansing, MI.

This position is anticipated to close on Jun 25, 2026.

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.