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.
Primary Responsibilities
- 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.
Measuring Success
- 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.
Qualifications
- 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.
What We Offer
- 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.
Compensation
- 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.
To apply, please email your resume to careers@getlightcurve.com and reference Customer Support Technician, Tacoma in the subject line. Lightcurve is an Equal Opportunity Employer committed to diversity and inclusion in the workplace.
About Lightcurve
Headquartered in Tacoma, WA, Lightcurve is a local leader in delivering high-speed internet and digital connectivity solutions to communities throughout Washington State. With a commitment to provide innovative and reliable broadband services delivered with a focus on excellent customer service, Lightcurve is dedicated to connecting people, supporting community growth, and building networks that fuel our local economies
In 2023 Palisade Infrastructure (“Palisade”) closed on a transaction to acquire Rainier Connect, forming Lightcurve. In 2024 Lightcurve closed on a transaction acquiring the Washington state operations of Consolidated Communications. Since then, Lightcurve has announced plans to deploy fiber optic broadband in several communities. These investments will allow Lightcurve to rapidly invest in modern fiber-optic broadband networks in both existing markets as well as in several expansion markets, bringing the latest in high-speed reliable broadband solutions to its communities.
To Apply
By Mail: Resumes & Cover Letters can be mailed to:
Human Resources
Lightcurve
2516 Holgate St.
Tacoma, WA 98402
By E-mail: Resumes & Cover Letter can be e-mailed to:
About
Lightcurve
Lightcurve is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.
Lightcurve is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Lightcurve is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.
