Lead Technical Assistance Center Agent (Fiber Broadband)

Location: Remote, but the successful candidate must live in a state where Point Broadband operates: Alabama, Florida, Georgia, Illinois, Kansas, Maryland, Michigan, New York, Ohio, Tennessee, Texas, or Virginia.

Competitive pay plus uncapped commission, with stated earning potential of $65,000–$100,000+ depending on experience.

Company

hirify.global is the employing entity for this role and operates as an affiliated company of Point Broadband within a combined organization.

What you will do

• Provide advanced technical support for complex residential and business voice, data, broadband, and fiber service issues.
• Own escalated customer issues and coordinate with Dispatch, Installation & Repair, Business TAC, Voice Operations, and Service Delivery.
• Mentor TAC agents, support onboarding and training, and share troubleshooting best practices.
• Improve workflows, procedures, tools, and customer-support processes.
• Create and maintain knowledge-base articles, troubleshooting resources, and operational documentation.
• Use technical systems and applications to diagnose issues, document findings, and manage customer interactions.

Requirements

• High school diploma or equivalent.
• At least four years of experience in technical support, telecommunications, network operations, or a related field.
• Demonstrated ability to resolve complex broadband, voice, and networking issues, including advanced fiber broadband and customer-premise networking.
• Experience mentoring peers, sharing technical knowledge, or serving as a subject matter expert.
• Strong written and verbal communication, analytical, problem-solving, prioritization, and customer-service skills.
• Availability for a flexible schedule, including nights, weekends, holidays, overtime, and consistent punctual attendance.

Nice to have

• Experience with voice, data, fiber internet, managed network services, Enterprise Voice, SIP, PRI, or hosted voice.
• Experience with Calix CMS, Calix Cloud, SMx, SolarWinds, Infoblox, or Accedian solutions.
• Background in call centers, technical operations centers, telecommunications infrastructure, or service delivery.
• Experience with cross-functional projects, process improvement, technical documentation, or knowledge articles.

Culture & Benefits

• Remote work requires a quiet, private, distraction-free home office with reliable internet, suitable furniture, adequate lighting, and working smoke and carbon monoxide detectors.
• Medical, dental, and vision insurance begin on the first day.
• 401(k) with company match and vesting upon hire, plus HSA/HRA contributions and FSA options.
• Up to 20 days of PTO in the first year and 10 paid holidays.
• Company-paid life and disability insurance, mileage reimbursement, and a company laptop.
• Ongoing sales training, professional development, career-growth opportunities, and complimentary hirify.global service where available.