Responsibilities
Respond in real time to customer inquiries via phone, text chat, and email, providing top-tier customer service
Assess the urgency of each customer issue and provide calm, professional, and courteous solutions
Troubleshoot and resolve issues the same day whenever possible to minimize the need for an on-site technician visit
Diagnose and resolve router and home networking issues, including setup and configuration
Guide customers through provisioning, rebuilding, and portal account setup
Document all customer interactions accurately within the Tech Support Desktop system
Maintain a high standard of customer satisfaction in line with our client's Repair Tech Support guidelines
Perform other duties as assigned
Qualifications
High school diploma or GED required
1+ year of experience in a fast-paced, customer-facing support role (call center, retail, or technical support) preferred, ideally including hands-on troubleshooting for a specific product or service (e.g., internet/telecom, cable, IT helpdesk, or similar)
Strong analytical and logical problem-solving skills
Excellent written and verbal communication skills, with the ability to guide customers through troubleshooting steps clearly and patiently
Working knowledge of routers, home networking basics, and general computer literacy
Proven ability to multi-task and stay composed under pressure in a high-volume environment
This is an on-site position based out of our El Paso, TX office. Candidates must be able to commute reliably
This role operates 7 days a week, with shifts falling between 10:00 AM and 9:30 PM. Candidates must be available to work a full-time, five-day schedule that includes at least one weekend day (Saturday or Sunday)
Strong attendance and reliability required, as this role depends on consistent, on-time coverage to support our client's customers
A customer-first mindset and high standard of professionalism across phone, email, and in-person interactions
InteLogix is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
This position supports a client program subject to contractual security and access requirements. Employment and continued access to client systems and information may be contingent upon successful completion of applicable background screening and satisfaction of client security and access requirement
