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Representative, Technical Support I

Representative, Technical Support I

Rise BroadbandWestlake, TX, US
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Join to apply for the Representative, Technical Support I role at Rise Broadband

Rise Broadband is dedicated to delivering exceptional customer experiences and innovative solutions. We are looking for skilled and customer-focused Tech Support Representatives to join our growing call center team in the Dallas, TX metro area.

The Technical Support Representative I provides frontline support to customers for VoIP, Internet, Web Hosting, Email, and Ethernet services. In addition to technical troubleshooting, this role will also assist with account-related inquiries and general customer service needs. The ideal candidate enjoys problem-solving, can explain solutions clearly, and is committed to creating a positive customer experience.

Essential Duties / Responsibilities

  • Answer inbound customer calls and emails, providing technical support for VoIP, Internet, Web Hosting, Email, and Ethernet connections.
  • Walk customers through problem-solving steps in a clear and approachable way.
  • Support account-related inquiries, including billing questions, plan details, and service changes.
  • Guide customers in using self-service tools and resources.
  • Update and maintain accurate customer account records in the CRM system.
  • Process account changes, such as additions, cancellations, and reconciliations.
  • Use judgment to schedule onsite service calls or arrange equipment replacements as needed.
  • Escalate complex or unresolved issues to higher-tier support teams.
  • Communicate with internal departments regarding operational or service-impacting issues.
  • Adhere to company policies, procedures, and performance metrics (FCR, AHT, CSAT, schedule adherence).
  • Perform other duties as assigned.

Job Requirements

  • High school diploma or equivalent required.
  • 1–2 years of related technical support or call center experience preferred.
  • Strong computer skills, with the ability to navigate multiple systems at once.
  • Basic understanding of IP address schemes, network fundamentals, hardware, Wi-Fi networks, email concepts, and configuration.
  • Strong analytical and problem-solving skills.
  • Keyboard / typing skills of 30 wpm a plus.
  • Ability to calculate basic figures such as discounts, interest, commissions, and percentages.
  • Excellent communication and listening skills; ability to build rapport with customers.
  • Ability to work evenings, weekends, and holidays as required.
  • Bilingual a plus.

    • Equipment Requirements

  • A dedicated and quiet workspace free from distractions
  • A desktop or laptop computer with Windows 10 or newer and a minimum 1GHz processor and 1GB of RAM (or higher).
  • A second monitor for laptops | 2 monitors for desktops
  • A camera / web camera
  • Reliable internet connection with minimum speeds of 5–10 Mbps upload and 15 Mbps download, with access to a hardwired (Ethernet) connection rather than Wi-Fi, based on the systems we use.
  • A mouse (if using a laptop) | Or a mouse & keyboard (if using a desktop)
  • Headphones or a headset (will be provided)

    • Working Conditions

  • Employee remains in the sitting position for prolonged hours. Employee is occasionally required to stand, walk, use hands to handle or feel objects, tools or controls; reach with hands and arms; talk and hear. Employee must occasionally lift and / or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Working conditions may include being in an open (shared) cubicle / workspace area.

    • Rise Broadband is an equal opportunity employer and welcomes applications from diverse candidates.

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    Technical Support Representative • Westlake, TX, US

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