Tech Support Agent - Remote

MetroNet has an immediate opening for an energetic; Repair Account Executive (Tech Support Agent)!

At MetroNet, our culture is at the heart of everything we do. This is seen in the way we serve our customers, interact with each other, and take care of our company. As one of the fastest growing 100% Fiber-Optic technology companies, we pride ourselves on having an outstanding company culture and work environment. We value work-life harmony and your ability to manage your workload - that is why this position is 100% REMOTE!

We’re looking for motivated, self-starters to join our team and help us build upon our culture!

Why MetroNet?

We believe that work/life harmony should be easy to achieve. We offer a variety of resources and support needed to bring your full self to work and stay present and committed to the people who matter most - your family.

Total Rewards:

• 80% of Medical premiums paid for by the company


• Company-paid Disability and Life insurance


• EAP (Employee Assistance Program)


• 401(k) company match dollar for dollar up to 6%


• Equipment and resources provided on day one


• Opportunities for advancement


• Professional development programs


• Associate perks and discounts


• Discounted MetroNet service in our serviceable area


• And more!

Job Summary:

The successful Repair Account Executive (Tech Support Agent) will support residential customers with their Internet, Video, Phone, Streaming and SmartHome services. This position calls on knowledge of telecommunications and technology. This person will respond to technical support requests and perform initial problem identification and analysis of ONTs, Routers, network switches, and STB/DVRs. They will also capture detailed problem analysis and resolution plans in the customer database. This is a fast-paced environment, and all interactions should be responded to in an efficient and effective manner.

What you will be doing:

• Respond to live customer inquiries via phone, chat, and email.


• Determine the scope of customer issues in an effective and professional manner


• Effectively resolve customer issues timely


• Properly document all customer interactions


• Represent MetroNet professionally and ethically


• Maintain a high level of customer satisfaction with focus on first call resolution and truck roll prevention


• Provide ONT troubleshooting, rebuilding, and provisioning


• Complete router troubleshooting and setups


• Provide voice service troubleshooting and reset voicemail passwords


• Educate customers on setting up their customer portal account

What You Need For This Position:

• High School Diploma or GED


• A Certification is Preferred


• Experience in Service Specific Troubleshooting Methods


• Responsible, Self-Motivated, Organized, and a Quick Learner


• Analytical/Logical Problem-Solving Skills


• Patient - The Ability to Guide and Teach via the Phone

• Adaptability to Change – Ability to work in a fast-paced, evolving environment


• Ability to comfortably multi-task with multiple systems and interactions


• Personal accountability- Ensure all interactions are handled with quality and the customer experience in mind


• Collaboration- Ability to work in a team environment

Find out what it means to love your career and apply now!

MetroNet is an EQUAL OPPORTUNITY EMPLOYER