Tier 1 Support

at i3 Broadband in East Peoria, Illinois, United States Job Description Keep Customers Connected. Solve Problems That Matter. At i3 Broadband, our Tier 1 Support Representatives are the frontline heroes who keep customers connected and confident in their service. You'll support residential and business customers across our service areas—answering questions, solving technical issues, and delivering a standout customer experience every time. What You'll Do Respond quickly and effectively to customer inquiries across phone, email, and other channels Troubleshoot technical issues and guide customers through solutions with clarity and patience Document all interactions in our ticketing system with accuracy and detail Follow up with customers to ensure issues are fully resolved and satisfaction is high Educate customers on i3 Broadband equipment and basic home networking Collaborate with teammates and other departments to deliver seamless support Escalate complex issues to Tier 2 with clear documentation and communication Participate in an on-call rotation and be ready to respond when needed What You Bring Education & Experience High school diploma or GED required Customer service or IT/helpdesk experience is a plus—but not required Skills & Strengths Strong problem-solving mindset with the ability to think on your feet Clear, confident communication—whether talking to customers or teammates Organized and able to manage multiple priorities in a fast-paced environment Positive, patient, and customer-focused approach Team-oriented with a willingness to collaborate and share ideas Self-motivated with a strong sense of responsibility and integrity Additional Requirements Ability to work occasional evenings, overtime, and on-call shifts Clean driving record and ability to pass a background check Work Environment Primarily desk-based role, working at a computer for extended periods Frequent communication via phone, email, and internal systems Why Join i3 Broadband? You'll be part of a team that values collaboration, growth, and doing right by the customer. If you enjoy solving problems, helping people, and working with technology, this is a role where you can make a real impact every day. Equal Opportunity Employer i3 Broadband is committed to building a diverse and inclusive workplace. We make all employment decisions based on qualifications, merit, and business needs, and we treat every employee and applicant with fairness and respect. To view full details and how to apply, please login or create a Job Seeker account