Help Desk Specialist Tier 1

Join a growing team where your technical skills and people skills matter equally. At Ozark Fiber, we're bringing lightning-fast internet and crystal-clear voice service to communities that have been left behind — and we need a Help Desk Specialist - Tier 1 who can make every customer's experience exceptional. This new role expands our customer service team with deeper technical expertise, giving you the opportunity to solve real problems, build strong relationships, and help shape the future of customer support at Ozark Fiber. Position Overview The Help Desk Specialist - Tier 1 will serve as the first point of contact for residential and business customers needing technical assistance with Ozark Fiber's internet and voice services. This role blends strong customer communication skills with hands-on technical troubleshooting to quickly identify, diagnose, and resolve issues. This position reports to the Customer Service Supervisor. Key Responsibilities Serve as the initial contact for customer technical and networking inquiries. Diagnose issues and guide customers step-by-step to resolution. Troubleshoot and repair residential and business wireless network and VoIP problems. Resolve technical hardware and software issues related to internet and voice connectivity. Follow established processes, escalating and redirecting complex issues as needed. Deliver professional, empathetic, and effective customer support across all channels (phone, email, text, and social media). Ensure every interaction exceeds customer expectations. Clearly and confidently communicate Ozark Fiber's product and service offerings. Ideal Candidate You thrive at the intersection of technology and customer service. You enjoy solving problems, explaining solutions in plain language, and leaving customers feeling confident and cared for. You are naturally curious about how things work, calm under pressure, and persistent in finding answers. You understand that every technical challenge is also an opportunity to strengthen the customer relationship. Required Experience & Skills High school diploma or equivalent. Proficiency in Microsoft Office (Outlook, Word, Excel). Excellent verbal and written communication skills. Strong understanding of residential and business wireless networks, including network troubleshooting. Proven customer service mindset. Strong problem-solving and analytical skills. Ability to work independently and as part of a cross-functional team. High attention to detail with strong follow-up skills. Positive, professional phone presence.

Preferred Skills:

Experience with network diagnostic tools, VoIP platforms, or prior ISP/telecom support roles. What We Offer Competitive salary so you're rewarded for your expertise. Comprehensive benefits package including medical, dental, vision, 401(k), paid time off, and flexible work environment. Paid training to set you up for success with our products, installation processes, and CRM system. Access to premium fiber internet products and solutions. A chance to join a rapidly growing internet services company and help expand our brand in multiple communities. About Ozark Fiber Ozark Fiber is a fiber internet service provider delivering affordable, high-quality service to underserved areas. We are committed to giving back to the communities we serve and empowering our team members. Our culture is values-driven, performance-focused, and team-oriented. Ozark Fiber is an equal opportunity employer. Employment is contingent upon the successful completion of a pre-employment drug test and background check.

Job Type:

Full-time Pay:

$18.00 - $22.00 per hour

Benefits:

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

Work Location:

In person