Lead Technical Assistance Center Agent
Job Summary
Serving as an advanced technical expert, the full-time Lead Technical Assistance Center Agent will resolve complex customer issues, mentor TAC Agents, and improve operational processes while working remotely in a state where Point Broadband operates.
Key responsibilities
- Assist TAC Agents with complex troubleshooting and escalation scenarios for residential and business services
- Take ownership of escalated customer issues and collaborate with internal teams for timely resolutions
- Contribute to training efforts and knowledge-sharing initiatives across the TAC organization
Required qualifications
- High school diploma or equivalent required
- Minimum of 4 years of experience in technical support, telecommunications, or network operations
- Advanced understanding of fiber broadband technologies and customer-premise networking
- Proven ability to work independently and take ownership of customer outcomes
- Experience mentoring peers or serving as a subject matter expert
Complete Job Description
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