About this role
Who we are: At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence.
Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference. What’s the Role About? If you like to solve problems and interact with people around the Globe, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions.
• Are you energetic, enthusiastic with an engaging personality?
• Are you driven to deliver effective results while providing excellent customer service?
• Do you have extraordinary communication skills?
What’s it in for YOU?
• Paid Training
• Private Medical Insurance
• Paid Time Off (vacation)
• Referral Program
• Opportunities for career growth
This is a Tier 2 technical support role — you'll handle escalated issues that require deeper diagnostic thinking, including router configuration, network troubleshooting, and service provisioning. If you're someone who genuinely enjoys solving technical puzzles while delivering a warm, human experience, this role was built for you.
Responsibilities:
• Be the first point of contact for residential customers experiencing internet, phone, or cable service issues — primarily via inbound phone, with occasional support via chat and email.
• Diagnose and resolve technical issues in real time, including router troubleshooting, network configuration, and service provisioning — reducing the need for truck rolls and on-site visits.
• Accurately assess the severity and nature of each issue, escalating when appropriate while keeping the customer calm, informed, and confident throughout.
• Document every customer interaction thoroughly and accurately within the Tech Support desktop platform to maintain continuity of service.
• Guide customers through setting up and navigating their customer portal account with clarity and patience.
• Consistently meet and exceed quality and customer satisfaction benchmarks established by our client and InteLogix leadership.
• Collaborate with your team and supervisors to share insights, flag recurring issues, and contribute to continuous improvement.
• Travel occasionally to support program or business needs, as required.
What We Look for in Candidates:
Required
• High School Diploma or GED
• English language proficiency at B2 level or higher — strong written and verbal communication is essential in this role
• Demonstrated ability to think analytically and work through technical problems systematically
• Comfort working in a fast-paced, high-volume call center environment with back-to-back customer interactions
• A natural customer-first mindset — empathy, patience, and professionalism even in high-pressure moments
• Ability to multitask across systems and tools while staying fully present with the customer
Preferred
• Previous experience in a technical support or customer-facing troubleshooting role (ISP, telecom, or broadband experience is a plus)
• Familiarity with residential networking — routers, modems, Wi-Fi configuration, and common connectivity issues
• Experience working with ticketing or CRM platforms