Customer Support Technician I & II Customer Care, Technical Support Tacoma

As a Customer Support Technician, you will be an expert in addressing a wide range of tickets related to internet, streaming TV, and voice-related concerns via telephone assistance. This role demands a keen willingness to learn and adapt. You'll engage with customers of varying technical expertise, troubleshooting a diverse range of end-user devices and network configurations. This dynamic role tackles challenges head-on and serves as a technical superhero for our customers every day.

• Ensures swift responses to a diverse array of trouble tickets, with a primary focus on prioritizing the customer experience above all else
• Identifies and escalates intricate issues to the relevant departments following comprehensive troubleshooting
• Empowers customers by offering insights into products and services that align with their specific technical requirements
• Vigilantly monitors emerging trends indicating potential outages and promptly notifies the appropriate teams for swift resolution
• Demonstrates flexibility by being available to work evenings, weekends, and variable schedules, including overtime when necessary

• Regular, reliable, and punctual attendance
• Proficiency in exceptional phone etiquette and interpersonal skills, coupled with the capacity to multitask and independently manage workload priorities
• Effective communication, collaboration, and cooperation skills, essential for interactions with vendors, customers, colleagues, and managers to achieve company objectives
• Aptitude for grasping and comprehending the company's range of products and services
• Ability to apply logical thinking, creativity, and sound judgment to troubleshoot and resolve customer issues during the initial contact to minimize follow-up interactions
• Successfully helping our customers find solutions to their service needs, improving the way they work and play while connected to our services
• Contributing to and developing a performance- and results-oriented culture
• Behaviors that are aligned with and strengthen company values

• Minimum of one year of customer support and/or technical support experience, preferably within the telecommunications/internet sector
• Two or more years of proven customer service experience
• Familiarity with prevalent PC and Mac operating systems
• Broad understanding of voice services, cable TV, and data technologies
• A scrappy, nimble, innovative, hands-on contributor who is not afraid to roll up their sleeves to accomplish goals
• Demonstrated critical thinking skills, excellent and proactive communication skills, and an ability to identify, prioritize, and collaborate effectively
• Ability to interpret and execute instructions provided in written, oral, or diagrammatic formats
• Skills in resolving challenges within predefined scenarios that involve multiple variables
• Ability to thrive in a dynamic, high-volume environment
• Adept at swiftly adjusting to changes
• High school diploma or GED required
• Criminal background, drug, non-negligent driving, and employment-level credit checks required

• This is a full-time, in-office position in Tacoma, WA
• During the first 90 days/training period, a 5/8 schedule may be required depending on experience and proven success working independently
• Our work spaces are collaborative and customer-focused, with a commitment to professional growth and team support
• Prolonged periods of screen time and extended sitting may be required. Occasional overtime may be necessary to meet peak workload demands

• The excitement of a quickly growing and innovative industry
• Opportunities to learn and grow as individuals and with a team
• A fun and hard-working culture
• Medical, dental, and vision insurance
• Optional supplemental insurance programs
• 401(k) with matching
• Access to Employee Assistance Programs

• This position pays $20.22 to $28.17 per hour based on expertise, experience, and demonstrated proficiency in the role (spanning Levels I and II)
• 4 weeks per year of paid time off
• Paid holidays or equivalent time off

Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.

Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and…