[Remote] Customer Support Technician

Note: The job is a remote job and is open to candidates in USA. Metronet is hiring a Customer Support Technician to provide technical support to Bulk Multi-Dwelling Unit customers. The role troubleshoots service issues, coordinates repairs, and works with customer relations, technical support, and field operations teams to resolve problems and maintain customer satisfaction.

Responsibilities

• Answer customer and internal requests regarding Business MDU service issues, outages, repairs, and technical inquiries
• Troubleshoot Business MDU internet and network-related service issues using established troubleshooting procedures
• Utilize multiple internal systems and tools to diagnose, document, and resolve customer issues
• Follow the established 5-Step Troubleshooting Guide to ensure consistent and effective issue resolution
• Achieve First Call Resolution (FCR) whenever possible through effective troubleshooting and customer communication
• Schedule and coordinate truck rolls when remote troubleshooting does not resolve service issues
• Collaborate with MDU Customer Relations to identify customer-focused solutions and communicate service updates
• Partner with Business Technical Support, Field Operations, and other internal teams to resolve complex technical issues
• Monitor customer issues through completion to ensure timely resolution and customer satisfaction
• Document all troubleshooting activities and customer interactions accurately within company systems
• Maintain a working knowledge of Metronet products, services, systems, and promotions
• Make recommendations based on customer needs while maintaining service quality standards
• Demonstrate strong analytical and problem-solving skills to identify root causes and recommend appropriate solutions
• Travel to EVV twice a year
• All other duties as assigned

Skills

• High school diploma or GED required
• Strong verbal and written communication skills
• Excellent organizational and multitasking abilities
• Demonstrated customer service, initiative, and problem-solving skills
• Ability to analyze technical issues and determine appropriate resolutions
• Ability to work both independently and collaboratively within a team environment
• Basic technical troubleshooting and sound escalation judgement
• Ability to follow standardized troubleshooting processes while adapting to unique customer situations
• Excellent analytical and logical problem-solving abilities
• Responsible, self-motivated, organized, and detail-oriented
• Ability to communicate technical information clearly to both technical and non-technical audiences
• Ability to remain calm and professional while handling escalated customer situations
• Comfortable working in a fast-paced environment with changing priorities
• Willingness to work as a team and independently
• Must be legally authorized to work in the U.S
• Experience troubleshooting internet and networking services preferred
• 1–3 years of technical support, telecommunications, networking, or customer service experience preferred

Benefits

• 80% of medical premiums paid by the company
• Company-paid disability insurance
• Company-paid life insurance
• 401(k) company match
• Discounted services within our coverage areas
• Locally owned, friendly, and fun atmosphere
• Remote work

Company Overview