Customer Support Technician I & II, Tacoma, WA

Position Summary

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, 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‑Negilgent Driving, and Employment Level Credit Checks Required

• 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
• 401K + Matching
• Access to Employee Assistance Programs

• This is a full‑time, In‑office position in Tacoma, WA
• 4‑10’s working Mon/Tues/Fri/Sat
• During the initial first 90 days/training period, a 5‑8’s 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

• This position pays $20.22‑$28.17 per hour based on expertise, experience, and demonstrated proficiency in the role (Spanning Levels I & II)
• 4 weeks per year Paid Time Off
• Paid Holidays or Equivalent Time Off

If you are interested in this role, please email  and reference Customer…