Tier 1 Customer Support Representative

Job overview

The Tier 1 Customer Support Representative role is onsite in Dallas, TX. Compensation is not specified. NOVOS FiBER provides fiber internet connectivity and describes its work as enhancing connectivity in communities. The representative is the first point of contact for customer service, account assistance, and frontline technical support. The role resolves routine issues where possible, documents customer interactions, and escalates more complex problems to help maintain reliable service and a positive customer experience.

What you'll do

• Support customers by phone, email, tickets, and other supported channels
• assist with billing, account information, service changes, payments, and general account needs
• troubleshoot internet, Wi-Fi, and customer-premise equipment
• use company systems and network tools to review service information
• perform approved remote troubleshooting, including equipment reboots
• guide customers through Wi-Fi settings and connection checks
• provide outage and restoration information
• escalate complex issues with complete documentation
• maintain accurate tickets and account notes
• follow troubleshooting, verification, credit, and account procedures
• identify recurring issues and participate in ongoing training.

What we're looking for

Skills & competencies

tier 1 customer support representative

customer support

fiber internet

wi-fi troubleshooting

dallas tx

novos fiber

billing support

account assistance

technical support

customer tickets

outage information

tier 2 escalation

Work arrangement

• Weekend coverage required

Benefits & perks

• Competitive salary and benefits package
• professional development and growth opportunities.

Why this role

Frontline support includes basic fiber internet and Wi-Fi troubleshooting, account assistance, and escalation to Tier 2 or field support when needed.

About the employer

NOVOS FiBER is hiring for this role. Industry: Wired Telecommunications Carriers. Sector: 51.