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Frontline Support Jobs (NOW HIRING)

Databento

Escalate issues to L2/L3 support or engineering while maintaining accurate ticket status, reproduction steps, and logs. * Identify recurring questions and contribute improvements to documentation ...

Peak Support

Customer Escalation Specialist | US

Charlotte, NC · On-site

$16.50 - $22/hr

This role serves as the primary escalation point for frontline support, combining technical troubleshooting, critical thinking, cross-functional collaboration, and exceptional customer empathy to ...

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How much do frontline support jobs pay per hour?

As of Jul 16, 2026, the average hourly pay for frontline support in the United States is $19.57, according to ZipRecruiter salary data. Most workers in this role earn between $16.35 and $21.15 per hour, depending on experience, location, and employer.

What is a Frontline Support role?

A Frontline Support role involves being the first point of contact for customers or clients who need assistance with a company's products or services. Frontline Support professionals handle inquiries, troubleshoot issues, and provide solutions or escalate problems to higher-level support if necessary. They play a crucial role in maintaining customer satisfaction and ensuring a positive experience. The job typically requires strong communication skills, patience, and a good understanding of the company's offerings.

What is the difference between Frontline Support vs Customer Service Representative?

AspectFrontline SupportCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; technical certifications often preferredHigh school diploma or equivalent; customer service training beneficial
Work EnvironmentTechnical support centers, on-site or remoteCall centers, retail, or office settings
Industry UsageIT, telecommunications, technical fieldsRetail, hospitality, general services
Common Search/ComparisonTechnical skills, troubleshooting, support rolesCustomer interaction, communication skills

Frontline Support and Customer Service Representative roles both involve assisting clients, but Frontline Support typically requires technical knowledge and troubleshooting skills, often in IT or technical industries. Customer Service Representatives focus on general customer interactions, often in retail or service sectors. Understanding these differences helps job seekers find roles aligned with their skills and career goals.

What are the key skills and qualifications needed to thrive as a Frontline Support professional, and why are they important?

To thrive as a Frontline Support professional, you need strong problem-solving abilities, customer service skills, and typically a background in IT or relevant product knowledge. Familiarity with ticketing systems (like Zendesk or Freshdesk), CRM tools, and sometimes basic troubleshooting certifications (such as CompTIA IT Fundamentals) are commonly required. Excellent communication, patience, and the ability to remain calm under pressure help individuals stand out in this role. These skills ensure efficient issue resolution, positive customer experiences, and the smooth operation of support processes.

What are some common challenges faced by Frontline Support professionals, and how can they effectively manage them?

Frontline Support professionals often encounter challenges such as handling high volumes of customer inquiries, managing difficult interactions, and quickly adapting to new product updates or procedures. To effectively manage these challenges, it's important to develop strong communication skills, practice patience, and utilize available support resources like knowledge bases and escalation protocols. Collaborating closely with team members and regularly participating in training sessions can also help maintain up-to-date knowledge and foster a supportive work environment.
More about Frontline Support jobs
What states have the most Frontline Support jobs? States with the most job openings for Frontline Support jobs include:
What job categories do people searching Frontline Support jobs look for? The top searched job categories for Frontline Support jobs are:
Frontline Support jobs near you
Infographic showing various Frontline Support job openings in the United States as of July 2026, with employment types broken down into 71% Full Time, 27% Part Time, 1% Contract, and 1% Nights. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $40,699 per year, or $19.6 per hour.
IT Frontline Support Technician III

IT Frontline Support Technician III

J-U-B Engineers, Inc.

Meridian, ID

$33.50 - $40/hr

Other

Medical, Dental, Vision, Life, Retirement, PTO

Posted 8 days ago

Job description

Description

IT Frontline Support Technician III 

Location: Meridian, Idaho


At J-U-B ENGINEERS, Inc., our purpose is simple but powerful: Helping Each Other Create Better Communities. With over 20 offices across seven states, J-U-B is committed to creating an environment where employees feel supported, challenged, and connected to meaningful work.


We are looking for a collaborative, solutions-oriented Subject Matter Expert (SME) to help drive our business objectives through technical expertise. As a Level 3 Frontline Technician, you will serve as the main technical resource for the frontline team and work closely with the Level 4 Lead. If you enjoy problem-solving, thrive in a team environment, and take pride in delivering accurate, high-quality work that helps drive business success, we'd love to meet you


In the AEC (Architecture, Engineering, and Construction) sector, minimizing downtime is essential for maintaining project schedules and billable hours. Your role includes maximizing endpoint uptime, safeguarding production workflows, and acting as the SME for specialized AEC desktop environments. You will address complex issues beyond Tier 1 and 2 support, contribute to our Shift-Left strategy by developing Knowledge Base resources, and serve as a trainer and mentor for the Frontline Team.


Key Responsibilities

  • Provide advanced AEC technical support: Perform expert maintenance and root-cause analysis for corporate workstations and specialized AEC software suites, including Autodesk, Bentley, and ESRI.
  • Priority Area: Advanced endpoint hardware troubleshooting skills.
  • Strong deployment and endpoint imaging experience preferred.
  • Mentor & "Stop-and-Teach": Serve as a knowledge bridge for entry-level staff and interns. Pause and clarify the rationale behind fixes to build technical redundancy across the team.
  • Convert complex technical solutions into standardized articles, enabling junior technicians to resolve similar issues independently. 
  • Endpoint & Network Operations: Diagnose connectivity issues and optimize Windows system performance for large engineering datasets using command-line and packet-capture tools.
  • Act as a Security Liaison: Assist the Administration and Security team with Active Directory tasks using Just-in-Time (JIT) access.
  • Participate in routine stand-up meetings and cross-functional project sessions to eliminate technical silos and promote a "security-first" culture.

Requirements

Minimum Qualifications


Experience: 

  • Minimum six years of progressive IT support experience, including a proven record of resolving complex endpoint issues.

Required Certifications: 

  • CompTIA A+
  • Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

Preferred Certifications:

  • CompTIA Network+ and Security+
  • Cisco CCNA

Education: 

  • A bachelor's degree in an information technology-related field is required.

What We Offer

  • Competitive salary: $33.50-$40.00 per hour, depending on experience
  • Professional development and career growth opportunities
  • Coaching and Mentorship programs
  • Performance bonuses for qualified employees
  • Generous vacation and sick leave programs (increases with tenure)
  • Medical, dental, vision, life, and disability insurance
  • 401(k) with company match and profit sharing
  • Education Reimbursement
  • Paid Holidays
  • Health club subsidy
  • A collaborative, team-centered work environment
  • Employee ownership opportunities after qualified years of service

The application window will be open through September 30, 2026. Applications will be reviewed frequently, and interviews may be scheduled throughout the posting period.


See our website for more benefit details: https://www.jub.com/our-benefits/

To apply for this position and learn more about J-U-B, please visit www.jub.com

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