Level 1 Support Technician

Escanaba, MI - USA

Monthly Salary: Not Disclosed

Posted on: 10 hours ago

Vacancies: 1 Vacancy

Job Summary

Due to continuing growth Michigan Broadband Services is seeking multiple Level 1 Support Technicians to join our team. This position will report onsite to our Escanaba MI office with initial training taking place at our office in Carney MI. We are a locally focused rural internet service provider looking for technicians to serve as the first point of contact for our customers. This role emphasizes customer care basic troubleshooting and clear professional communication for residential and small business internet services. As Level 1 Support you set the tone for the entire customer experience and play a critical role in customer satisfaction trust and long-term success.

Many of our customers are neighbors family businesses and long-standing members of our community. We are looking for individuals who are patient dependable and comfortable explaining technical concepts to people with varying levels of technical experience. Above all we value a customer-first mindset and the ability to remain calm friendly and solution-focused when resolving issues.

Responsibilities

Serve as the first voice our customers hear when they contact support.
Provide courteous clear and professional assistance to residential and small business customers.
Listen carefully to customer concerns ask guided questions and explain next steps in plain language.
Troubleshoot common internet and Wi-Fi issues including connectivity problems speed concerns and basic modem or router checks.
Use internal tools to review account information service status and outages.
Document all customer interactions and troubleshooting steps accurately.
Escalate unresolved or complex issues to Level 2 support or field technicians with clear notes.
This role may include evenings weekends or rotating on-call coverage. Flexibility is important as we continue to grow and expand our services.

Qualifications

Strong customer service and communication skills.
A professional and friendly phone presence.
Patience and empathy when assisting customers.
Basic understanding of home internet concepts such as Wi-Fi routers and modems.
Interest in learning fiber and DSL internet systems.
Experience with ISP or telecom equipment such as Adtran or Calix is preferred but not required.
Prior customer service or call center experience is a plus but not required we are happy to train the right person!
High school diploma or equivalent required.

Benefits:

401(k) matching
Medical dental and life insurance
Holiday pay
Paid time off

Required Experience:

Junior IC

Responsibilities

Serve as the first voice our customers hear when they contact support.
Provide courteous clear and professional assistance to residential and small business customers.
Listen carefully to customer concerns ask guided questions and explain next steps in plain language.
Troubleshoot common internet and Wi-Fi issues including connectivity problems speed concerns and basic modem or router checks.
Use internal tools to review account information service status and outages.
Document all customer interactions and troubleshooting steps accurately.
Escalate unresolved or complex issues to Level 2 support or field technicians with clear notes.
This role may include evenings weekends or rotating on-call coverage. Flexibility is important as we continue to grow and expand our services.

Qualifications

Strong customer service and communication skills.
A professional and friendly phone presence.
Patience and empathy when assisting customers.
Basic understanding of home internet concepts such as Wi-Fi routers and modems.
Interest in learning fiber and DSL internet systems.
Experience with ISP or telecom equipment such as Adtran or Calix is preferred but not required.
Prior customer service or call center experience is a plus but not required we are happy to train the right person!
High school diploma or equivalent required.

Benefits: