Customer Support Technician

Metronet

. Provide technical support for Bulk Multi-Dwelling Unit customers .

Posted 10/22/2026full-timeUnited StatesMid-LevelSenior💰 $17 - $18 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting internet and networking services while providing exceptional customer support. Capable of analyzing technical issues, following established procedures, and collaborating effectively with internal teams to ensure timely resolution and customer satisfaction.

Highest-signal resume keywords

Technical Support ExperienceTroubleshooting Internet ServicesCustomer Service SkillsAnalytical Problem-SolvingCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetworkingTechnical SupportDocumentationRoot Cause AnalysisService Quality StandardsEscalation JudgmentMultitaskingProblem-SolvingCustomer Interaction

Soft Skills

Verbal CommunicationWritten CommunicationOrganizational SkillsInitiativeDetail-Oriented

Tools & Technologies

Internal Systems5-Step Troubleshooting GuideMetronet ProductsCustomer Relationship Management Tools

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

Bulk Multi-Dwelling UnitTelecommunicationsCustomer-Focused SolutionsTechnical InquiriesFast-Paced Environment

About the role

Key responsibilities & impact

Provide technical support for Bulk Multi-Dwelling Unit customers
Answer customer and internal requests regarding Business MDU service issues, outages, repairs, and technical inquiries
Troubleshoot Business MDU internet and network-related service issues using established procedures
Use internal systems and tools to diagnose, document, and resolve customer issues
Follow the established 5-Step Troubleshooting Guide
Achieve First Call Resolution whenever possible
Schedule and coordinate truck rolls when remote troubleshooting does not resolve service issues
Collaborate with MDU Customer Relations to identify customer-focused solutions and communicate service updates
Partner with Business Technical Support, Field Operations, and other internal teams on complex technical issues
Monitor issues through completion to ensure timely resolution and customer satisfaction
Document troubleshooting activities and customer interactions in company systems
Maintain working knowledge of Metronet products, services, systems, and promotions
Make recommendations based on customer needs while maintaining service quality standards
Identify root causes and recommend appropriate solutions
Travel to EVV twice a year
Perform other duties as assigned

Requirements

What you’ll need

High school diploma or GED required
Experience troubleshooting internet and networking services preferred
Strong verbal and written communication skills
Excellent organizational and multitasking abilities
Demonstrated customer service, initiative, and problem-solving skills
Ability to analyze technical issues and determine appropriate resolutions
Ability to work independently and collaboratively within a team environment
Basic technical troubleshooting and sound escalation judgment
Ability to follow standardized troubleshooting processes while adapting to unique customer situations
Excellent analytical and logical problem-solving abilities
Responsible, self-motivated, organized, and detail-oriented
Ability to communicate technical information clearly to technical and non-technical audiences
Ability to remain calm and professional while handling escalated customer situations
Comfortable working in a fast-paced environment with changing priorities
Must be legally authorized to work in the U.S.
1–3 years of technical support, telecommunications, networking, or customer service experience preferred
May require after-hours, weekend, and/or holiday work
Perform on-call rotation duties during regular business hours

Benefits

Comp & perks

80% of medical premiums paid by the company
Company-paid disability insurance
Company-paid life insurance
401(k) company match
Discounted services within coverage areas
Locally owned, friendly, and fun atmosphere
Competitive total compensation package