Tier 1 Technical Support Representative (In… at VXI Global… · Morrow

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Technical Support Representative (Tier 1) – Onsite

Primary Location: Morrow, GA Time Type: Full Time Language: English Workstyle: Onsite Category: Technical Support / Customer Service

We’re looking for dependable, customer-focused professionals who enjoy solving problems, providing technical support, and delivering exceptional service in a fast-paced contact center environment in Morrow, GA.

As a Tier 1 Technical Support Representative, you’ll serve as the first point of contact for customers experiencing internet service interruptions, connectivity concerns, billing questions, and general account needs. You’ll perform basic troubleshooting, educate customers on products and services, create and manage trouble tickets, and escalate unresolved issues when appropriate.

Why Join VXI?

Pay, Incentives, Benefits & Perks

• Competitive hourly base pay- $17.50/hr.
• Bonus opportunities after training completion
• Employee Referral Program
• Medical, Dental & Vision Insurance
• Career growth and advancement opportunities
• Employee cell phone plan discounts
• Fun, team-oriented work environment

What You'll Do

Reliability is essential for success in this role

As part of our Tier 1 Technical Support team, you will:

• Handle inbound calls for internet service interruptions, technical issues, billing, and account-related questions.
• Perform basic troubleshooting for internet, hardware, software, connectivity, and usage-related concerns.
• Diagnose issues using approved tools, scripts, and troubleshooting procedures.
• Create, update, and manage trouble tickets and escalate unresolved or complex issues appropriately.
• Accurately document customer interactions, troubleshooting performed, and resolutions.
• Navigate multiple systems and screens efficiently while assisting customers.
• Maintain awareness of service outages and customer-impacting events.
• Work toward first-call resolution while delivering accurate, courteous, and professional service.
• Meet established quality, attendance, productivity, and customer satisfaction expectations.

Paid Training

• Duration: 4 weeks
• Schedule: Tuesday–Saturday, 11:00 AM–8:00 PM EST
• Attendance: 100% attendance is required throughout training. Training schedules may change based on business needs.

Contact Center Hours of Operation

• Monday-Sunday
• 8:00 AM – 8:00 PM EST
• Production shifts will be assigned based on business needs
• Open availability is required to work any assigned schedule during operating hours, including evenings, weekends, holidays, and occasional overtime as business needs require.

Minimum Requirements & Qualifications

To be successful in this role, candidates must demonstrate the technical aptitude, customer service skills, reliability, and professional behaviors necessary to support customers in a fast-paced environment.

• High school diploma or GED required.
• Minimum 1–2 years of customer service/contact center experience.
• Previous technical support experience preferred.
• Strong customer service, communication, active listening, and probing skills.
• Effective critical thinking, troubleshooting, and problem-solving abilities.
• Ability to diagnose and resolve basic hardware, software, internet, and network-related issues.
• Proficient in navigating multiple systems and screens while assisting customers.
• Strong attention to detail with accurate documentation and ticket management.
• Working knowledge of computers and Microsoft Windows.
• Ability to multitask effectively while following established troubleshooting and escalation procedures.
• Dependable, adaptable, and receptive to coaching and feedback.
• Ability to work full-time onsite in Morrow, GA.
• Open availability to work assigned schedules within operating hours, including evenings, weekends, and holidays.
• Must type at least 30 WPM with 90% accuracy.
• Ability to complete required pre-employment screening upon offer, including applicable background screening and drug screening.

Join VXI

VXI Global Solutions is a leading provider of business process and information technology outsourcing, offering comprehensive services to its clients. Our company specializes in contact center and BPO services, software development, quality assurance testing, and infrastructure outsourcing.

At VXI, we invest in our people by providing paid training, ongoing development, competitive benefits, and opportunities to build a long-term career with a global customer experience leader.

VXI is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.

Reasonable Accommodations: VXI provides reasonable accommodations for qualified individuals with disabilities throughout the hiring process. If you need an accommodation, please contact our Talent Acquisition team.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!