ISP Technical and Customer Support Specialist (Customer Support)

TL;DR

ISP Technical and Customer Support Specialist (Customer Support): Providing after-hours and weekend technical support for residential, commercial, and government ISP customers with an accent on connectivity troubleshooting and ticket management. Focus on resolving service-related issues, maintaining KPIs, and collaborating with US-based operations teams.

Location: Remote. Must be able to work US time zones, specifically West Coast (PST) and Texas hours.

Company

hirify.global is a professional staffing partner that matches skilled specialists with clients to provide high-quality support and operational services.

What you will do

• Provide phone coverage for after-hours, weekend, and overflow support shifts.
• Manage account inquiries for residential, commercial, and government customers.
• Troubleshoot internet connectivity and service-related technical issues.
• Respond to customer requests via phone, email, and ticketing systems.
• Escalate complex technical issues to internal teams and coordinate resolutions.
• Maintain accurate documentation of customer records and tickets.

Requirements

• Proven experience in customer service, technical support, help desk, or an ISP environment.
• Excellent verbal and written English communication skills.
• Ability to work US time zones (West Coast/PST and Texas hours).
• Stable home office setup with high-speed internet and backup power.
• Proficiency with ticketing systems, Google Meet, and Zoom.

Culture & Benefits

• Permanent work-from-home arrangement.
• Health insurance coverage for eligible locations.
• Immediate hiring process.
• Flexible scheduling based on client-defined holiday calendars.
• Direct communication and messaging access to the operations team.