Technical/Customer Support Specialist L1

Role: Technical/Customer Support L1 Hourly Rate: $6 USD Work Arrangement: Full-time, Remote Work Hours: 40-hour weekly fixed schedule – 7 AM–4 PM CST weekdays off Industry: Telecommunications / Networking / ISP Language/s Required: English Key Responsibilities • Provide technical support to ISP subscriber customers in English via phone, email, and self-service tickets • Utilize network monitoring tools and device GUIs to identify and diagnose connectivity issues • Perform basic network diagnostics (e.g., monitoring system checks, device checks, ping, traceroute, speed tests) and guide customers through troubleshooting steps • Manage and troubleshoot customer accounts and service subscriptions using platforms • Assist customers with subscription and account-related inquiries, excluding any handling of payment or billing information • Access and troubleshoot network devices, including customer routers and CPEs, to resolve connectivity issues • Document all actions taken, and escalate complex or unresolved issues to NOC Level 2 or the network engineering team as needed • Follow up on open tickets and maintain clear, timely communication with customers Qualifications & Requirements • Minimum of 2 years of experience in technical and network roles (IT service desk, ISP tech support, network admin/engineer/NOC or similar technical roles) • Strong verbal and written English communication skills are required • Verifiable work history with supporting documentation • Strong technical, troubleshooting, and analytical skills with the ability to contribute effectively with minimal supervision • Excellent customer service and call-handling skills • Flexible availability is a must, including evening and weekend shifts as needed • Quiet and professional remote work environment with a high-quality headset and noise-cancelling microphone • Reliable laptop with strong battery life, a stable internet connection, and backup options for power, connectivity, and device availability Strong plus but not required: • Experience in the Wireless ISP (WISP) industry or with Tier 2/Tier 3 ISPs is highly preferred • Relevant certifications such as MikroTik, CCNA, or equivalent are a strong plus • Native proficiency in Spanish is a strong plus Please attach your most recent CV for our review. If you’ve held any freelance or contract roles, kindly include the duration of each engagement. This information is essential for us to evaluate your application thoroughly.