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Tier One Support Jobs (NOW HIRING)

i3 Broadband

Tier 1 Support

East Peoria, IL · On-site

Tier 1 Support Specialist Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers ...

I3 Broadband LLC

Tier 1 Support

East Peoria, IL · On-site

$17 - $19/hr

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and ...

I3 Broadband LLC

Tier 1 Support

East Peoria, IL · On-site

$17 - $19/hr

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and ...

ScaleMatrix

Tier-1 Support Technician

San Diego, CA · On-site

$39.80K - $49.90K/yr

Tier-1 Support Technician ScaleMatrix, the industry leader in world-class colocation and cloud services, is expanding its Support Operation Center. We are looking for motivated individuals interested ...

MedWatch

Tier 1 Support Specialist/On-Site

Lake Mary, FL · On-site

$20 - $21/hr

The Tier I Support Specialist will serve as the first line of support for incoming customer ... One to two years industry experience, support center or helpdesk supporting Windows workstations ...

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Innovative Control Systems

Be Seen First

Tier 1 Support Technician

Bethlehem, PA · On-site

$21/hr

Contributes to support team effort by accomplishing related results as needed. * Identifies problem ... Pay is one of the Total Rewards that we provide to compensate and recognize employees for their ...

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How much do tier one support jobs pay per hour?

As of May 28, 2026, the average hourly pay for tier one support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

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

To thrive as a Tier One Support, you need strong problem-solving abilities, basic IT knowledge, and excellent customer service skills, often supported by a high school diploma or equivalent. Familiarity with ticketing systems like Zendesk or ServiceNow, and basic troubleshooting of common software and hardware issues, is typically required. Outstanding communication, patience, and active listening help resolve user issues efficiently and build rapport. These skills are crucial for providing timely, effective support, ensuring customer satisfaction, and escalating complex problems appropriately.

What are some common challenges faced by Tier One Support representatives, and how can they effectively handle them?

Tier One Support representatives often encounter challenges such as handling a high volume of customer inquiries, addressing repetitive issues, and managing interactions with frustrated users. To effectively handle these situations, it's important to stay organized, practice active listening, and use knowledge base resources to resolve issues efficiently. Building strong communication skills and knowing when to escalate more complex problems to higher support tiers are also key to success in this role.

What are Tier One Support specialists?

Tier One Support specialists are the first point of contact in a technical support team, assisting customers with basic issues and inquiries. They handle initial troubleshooting, resolve simple problems, and escalate more complex issues to higher-level support teams if necessary. Their responsibilities typically include responding to emails, calls, or chat requests, gathering information about customer problems, and providing solutions using predefined scripts or knowledge bases. Tier One Support is essential for ensuring customer satisfaction and efficient issue resolution.
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Tier One Support jobs near you
Tier 1 Support

Tier 1 Support

i3 Broadband

East Peoria, IL • On-site

Other

This job post has expired today. Applications are no longer accepted.

Job description

Tier 1 Support Specialist

Tier 1 Support Specialists work with customers and staff across all i3 Broadband service areas. The Tier 1 Specialist provides technical support to residential customers, business customers, and staff, to answer questions, troubleshoot issues, and keep our customers running with i3 Broadband products and services.

Duties/Responsibilities
  • Handle customer inquiries promptly and effectively through various communication channels.
  • Maintain up-to-date and accurate customer records.
  • Collaborate in a team environment with coworkers and other departments to provide efficient and outstanding customer service.
  • Provide support for customers through email, inbound and outbound calls to follow up with customer inquiries and to verify customer satisfaction.
  • Work within our ticketing system to document all customer interactions including requests for technical assistance, steps taken to resolve them, and specific time frames for scheduled appointments.
  • Educate and assist customers with troubleshooting i3 Broadband provided equipment, as well as assist in some basic home networking support.
  • Escalate issues to Tier 2 as needed to assist in diagnosing network issues. Use appropriate communication and documentation to inform the team of important issues and information which will help improve team performance.
  • Participate in the on-call rotation as agreed by the Tier One Support team. When on-call, be prepared to address technical issues at all times.
Required Skills/Abilities
  • Willing and has a desire to work in a fast-paced environment while maintaining a high level of attention to detail and quality results.
  • Inquisitive and analytical with a passion for technology.
  • Delight in providing outstanding customer satisfaction.
  • Must demonstrate excellent communication skills, both verbal and written, with a friendly and professional demeanor.
  • Must be computer proficient with a basic and diverse understanding of consumer electronics.
  • Ability to navigate between multiple screens to access and record the necessary information needed to resolve customer inquiries.
  • Ability to work independently and maintain confidentiality.
  • Ability to handle and prioritize multiple tasks each day.
  • Strong documentation skills and ability to identify and produce clear, comprehensive written instructions and technical documentation that other people can understand.
  • Must be detail-oriented and work as part of a team.
  • Must be available to work occasional nights, weekends, and occasional holidays (with holiday pay) to fulfill the team schedule.
  • Willing to train, accept feedback and learn the job according to i3 standards.
Education/Experience
  • No prior experience is necessary, however, previous customer service or IT-related experience such as IT helpdesk is preferred.
  • High School diploma/GED
  • Must have a clean driving record and the ability to pass a criminal background check.
Physical Requirements
  • Must be able to sit at a desk for extended periods, working at a computer for up to 8 hours per day.
  • Ability to communicate orally and in writing.
  • Ability to physically operate personal computers, copy machines, telephones, and other common office machines and equipment.
Equal Opportunity

i3 Broadband is an equal opportunity workplace that respects the diversity of our customer base and our team. We will treat customers, employees, and applicants fairly without regard for gender, race, age, or any other characteristics protected by law. Our employment decisions are made on the basis of qualification, merit, and business need.

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