Internet Support Representative

Position Overview

VGI Technology is looking for dedicated professionals to join our growing team. The Internet Support Representative provides frontline technical assistance and customer service for residential and business internet users. This role is responsible for troubleshooting connectivity issues, guiding customers through configuration steps, resolving service-related concerns, and ensuring a positive support experience. The ideal candidate is technically inclined, patient, and capable of communicating complex solutions in a simple, customer-friendly manner.

Key Responsibilities

Technical Support

• Diagnose and troubleshoot internet service issues including connectivity, speed, latency, Wi-Fi performance, and modem/router problems.
• Walk customers through basic and advanced troubleshooting steps via phone, email, chat, or ticketing systems.
• Assist customers with modem/router setup, Wi-Fi configuration, and device connectivity.
• Escalate advanced or unresolved issues to supervisory support teams following escalation protocols.
• Monitor network status tools to identify outages, degradation, or localized service impacts.
• Communicate outages and network maintenance to impacted customer base.

Customer Service

• Provide clear, calm, and professional communication to customers at all times.
• Follow through with customers on issue to ensure complete problem resolution and satisfaction.
• Educate users on service features, equipment, and best practices for maintaining optimal performance.
• Create, update, and close support tickets with accurate notes and resolution details.
• Follow up with customers to ensure issues are resolved to satisfaction.

Operational Duties

• Adhere to established support workflows, SLAs, and troubleshooting procedures.
• Collaborate with field technicians for service appointments, onsite visits, or advanced diagnostics.
• Report frequently observed issues or potential network-wide problems to management.
• Participate in ongoing training for new technologies, tools, and products offered by the VGI.

Requirements

Education & Experience

• High school diploma or equivalent required; technical certifications (CompTIA A+, Network+, etc.) are a plus.
• Previous experience in technical support, call centers, or ISP environments preferred.
• Experience with wireless network equipment preferred.

Skills

• Strong understanding of basic networking concepts (TCP/IP, DHCP, DNS, NAT).
• Familiarity with consumer networking equipment (routers, switches, Wi-Fi systems).
• Excellent communication, problem-solving, and customer service abilities.
• Ability to work in fast-paced environments and handle high call volumes.
• Proficient with ticketing systems, CRM tools, and equipment management software.
• Proficient with wireless spectrum analysis and interference mitigation techniques.

Working Conditions

• Standard Hours are Mon – Fri, 8A – 5P, excluding VGI Holidays and weekend.
• Will require participation in on-call rotations. On-call hours are Mon – Fri, 5P – 10P; Sat – Sun, 8A – 10P Including holidays.
• On-site position
• Communication with teammates is imperative for success in this position.

Job Type: Full-time

Pay: $14.00 - $17.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Why do you think that you would be a good candidate for this position with VGI?

Ability to Relocate:

• San Angelo, TX 76904: Relocate before starting work (Required)

Work Location: In person