Technical Support Representative - Part Time

Are you tech-savvy, genuinely humble, driven to solve problems, and great with people? At Direct Communications, we are dedicated to delivering exceptional internet services to rural communities. Guided by our core values of Integrity, Growth, Respect, Sustainability, Strategic Decision-Making, and Community, we ensure every team member contributes to a culture of excellence, shared purpose, and local impact.

• Culture of Teamwork & Growth:
  Join a supportive environment where we share credit, focus on collective success, and continuous learning.
• Impactful Peak-Coverage Role:
  Help ensure our subscribers receive fast, reliable assistance when they need it most—especially during key mid-week rush hours.
• Unbeatable Perk Package:
  Enjoy 401(k) matching up to 6%, prorated 14 days of paid time off in your first year, 10 paid holidays, personal and professional tuition reimbursement, free home internet if you reside in our service area, and health, dental, and vision coverage options starting at just $0.50 per paycheck!

As a Part-Time Technical Support Representative (20 Hours/Week), you serve as the vital link between our technology and the customers who depend on us. This role plays a key operational part in reducing missed calls during high-volume periods—specifically providing critical support during the mid-week lunch rush when full-time team members step away for breaks, as well as providing coverage when colleagues are out on PTO.

You will deliver clear, empathetic, and effective troubleshooting support for residential and commercial customers utilizing our fiber, wireless, landline, managed routers, home/data security, and expanded connected services.

• Provide Critical High-Volume Support:
  Deliver dependable coverage during peak midday hours (Tuesday–Friday, 11:00 AM – 1:00 PM) and step in during PTO coverage to keep customer wait times low and eliminate missed calls.
• Empower & Assist Customers:
  Remotely troubleshoot landline, fiber, wireless, and managed network services directly with customers, maintaining a calm, reassuring, and solution-focused approach.
• Drive Problem Resolution:
  Proactively monitor system status, identify root causes, and apply sound judgment to resolve hardware and configuration issues effectively.
• Collaborate Across Teams:
  Work seamlessly with field technicians by dispatching service tickets, provisioning remote hardware, and keeping communication channels clear and productive.
• Maintain Accurate Records:
  Thoroughly document customer interactions, ticket resolutions, and system changes in our administrative databases.
• Embrace Continuous Learning:
  Stay ahead of technology trends—including managed routers, Wi-Fi solutions, and smart security integrations to better serve our network community.

• Hunger & Initiative:
  Self-motivated with an eager desire to learn new technologies quickly, take ownership of technical challenges, and go above and beyond to complete tasks thoroughly.
• People Smart:
  Outstanding interpersonal skills with natural empathy, active listening, and the composure to de-escalate high-tension customer calls with courtesy and tact.
• Humility & Team First: A supportive team player who values collective goals over individual praise, readily admits mistakes, and actively lifts up fellow team members.
• Technical
  
  Experience:
  
  2+ years of hands-on experience or specialized training in troubleshooting telecommunications, networking, or internet hardware.
• Education &
  
  Certifications:
  
  High School diploma or equivalent required. Computer-related technical certifications or college coursework preferred.
• Screening:
  Ability to pass pre-employment drug,…