We Could Use Someone Like You in Our Crew.

Our client, a leading telecom company providing high-speed fiber internet to businesses across New York, Philadelphia, and Boston, is seeking Tier 2 Technical Support Mods to join their tech support team.
 

This role is suited for tech-savvy professionals who can troubleshoot issues quickly, follow clear procedures, and communicate effectively with customers through phones and emails. Mods will monitor automated alerts, escalate outages within 15 minutes, and provide consistent, reliable support during service disruptions.

Hours of Operation:
• Monday–Friday: 12:00 a.m.–6:00 a.m., 3:30 p.m.–12:00 a.m.
• Weekends & US Holidays: 24-hour coverage
Commitment: 15 hours per week, 90 days
Orientation: January 16, 2026 (4 hours self-paced + 5–6 hours shadowing)
Availability Requirement: Must be available to work on US Holidays

What You’ll Do:

• Handle Tier 2 customer support through calls and emails

• Troubleshoot technical issues independently and efficiently

• Monitor network alerts and escalate outages within 15 minutes

• Follow outage protocols and understand escalation procedures

• Manage approximately 4 calls per day and 4–5 tickets per hour during busy periods

• Conduct your own research when necessary, especially during outages

• Multitask across multiple systems, tabs, and tools

• Maintain composure and professionalism during high-pressure situations

• Communicate clearly and provide accurate, detailed support

What We’re Looking For:

• Strong technical troubleshooting skills

• Excellent written and spoken English communication

• Strong call-control skills and ability to calm irate customers

• Ability to work under pressure, especially during major outages

• High attention to detail and strong multitasking ability

• Proactive in researching information and understanding protocols

• Prior experience in Tier 2 or complex technical support preferred

• Reliable, organized, and capable of independent problem-solving

• Must complete a grammar screen, including a live writing sample

• Must be available for weekend work and all US Holidays