Telecommunications Technical Support Representative

About MTCO Powered by Conxxus

MTCO, powered by Conxxus, provides telecommunications services to residential and business customers, including internet connectivity, fiber broadband, television, and telephone services. Our team helps customers stay connected by supporting the technology, equipment, and services they rely on every day.

We are seeking a customer-focused Technical Support Representative to help customers troubleshoot connectivity issues, understand their service equipment, and resolve common technical problems. This role is ideal for someone who enjoys problem-solving, communicating with people, and learning how internet and telecommunications services work. Previous telecommunications experience is helpful but not required.

Job Summary

MTCO powered by Conxxus is seeking a Technical Support Representative that serves as an initial point of contact for customers experiencing internet, Wi-Fi, telephone, and other supported service issues. You will gather information about reported problems, perform initial troubleshooting, document findings, and guide customers through appropriate solutions.

Working closely with customer service, installation scheduling, field technicians, and other technical personnel, you will help resolve service issues efficiently and ensure customers receive clear, professional support. This is an on-site position suited to someone who is technically curious, patient, organized, and eager to develop a career in telecommunications.

Why Join Our Team?

• Join MTCO and build practical technical skills in the telecommunications industry while helping residential and business customers stay connected. You'll gain hands-on experience troubleshooting broadband, fiber internet, Wi-Fi, and supported telephone services while learning how customer support, network operations, and field service teams work together.
• Collaborate with experienced colleagues, strengthen your problem-solving and communication skills, and develop knowledge that can support long-term career growth in technical support, networking, and telecommunications operations. This role provides a strong foundation for someone looking to grow professionally in a technology-focused environment.

Responsibilities

• Respond to customer inquiries regarding internet connectivity, Wi-Fi performance, fiber broadband, telephone service, and supported telecommunications equipment.
• Diagnose common connectivity problems by asking targeted questions and following established troubleshooting procedures.
• Guide customers through basic troubleshooting steps, including checking cables, restarting equipment, verifying device connections, and confirming service status.
• Assist customers experiencing slow internet speeds, intermittent connections, wireless coverage issues, and difficulties connecting devices.
• Identify whether reported problems may involve customer equipment, home networking, service configuration, or a broader network outage.
• Verify customer account and service information using authorized internal systems before troubleshooting.
• Document customer interactions, reported symptoms, troubleshooting steps, test results, and resolutions in the appropriate support system.
• Create and update support tickets when an issue requires additional investigation or assistance from a higher-level technical team.
• Escalate complex connectivity problems, recurring service interruptions, and suspected infrastructure issues to the appropriate personnel.
• Coordinate with installation schedulers and field technicians when an on-site visit or equipment assessment may be necessary.
• Communicate service updates, expected next steps, and troubleshooting outcomes in language customers can easily understand.
• Help customers understand basic equipment functions, service configurations, and practices that may improve their connectivity experience.
• Recognize recurring technical issues and report patterns that may help the team identify underlying problems.
• Follow established procedures for customer privacy, account verification, documentation, and handling sensitive information.
• Maintain a professional, patient, and solutions-oriented approach when assisting frustrated or nontechnical customers.
• Participate in training to strengthen knowledge of fiber internet, broadband technology, Wi-Fi networking, telephone services, and internal support tools.

Requirements

• High school diploma or equivalent required.
• Previous experience in customer service, technical support, help desk operations, or a related role is preferred but not required.
• Basic familiarity with computers, smartphones, home Wi-Fi networks, routers, and internet-connected devices.
• General understanding of internet connectivity and common issues affecting network performance.
• Strong problem-solving skills and the ability to follow troubleshooting steps systematically.
• Clear verbal and written communication skills, including the ability to explain technical information in simple terms.
• Good listening skills and the ability to ask relevant questions to understand customer concerns.
• Strong attention to detail when recording troubleshooting steps, updating support tickets, and maintaining customer information.
• Ability to remain calm and professional while handling multiple customer requests.
• Willingness to learn new technologies, support procedures, and telecommunications systems.
• Ability to work on-site in Metamora, Illinois, and collaborate with other departments.

Additional Benefits

• Eligible employees will have access to professional development and technical training opportunities that strengthen their troubleshooting skills and telecommunications knowledge.
• Career development opportunities will also be available as employees gain experience, demonstrate proficiency, and take on additional responsibilities.

Embark on a rewarding career where your technical expertise makes a real difference! At MTCO (powered by Conxxus), we welcome candidates for the Technical Support Representative position who have strong customer service skills, good problem-solving abilities, and a willingness to learn.

Pay: $21.00 - $26.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person