Customer Service Rep 1 (Technical Support)

Momentum is a company that provides technical support to its White Label Enterprise resellers and customers. The Customer Service Rep 1 is responsible for delivering quality technical support and ensuring escalated issues are tracked to resolution. Responsibilities Providing superior customer service and technical support to data and voice subscribers Field inbound Calls resolving technical VoIP and data connections issues Meet all individual performance goals and standards Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues Initiate, update, escalate, track and close trouble tickets Monitor for ticket responses in accordance with established SLA’s Troubleshoot and resolve MSO escalations as well as subscriber-level data/voice issues, including equipment and application issues Submit service dispatch requests (truck rolls) Perform outbound calls to customers/end-users as follow-up to open cases Demonstrate friendly, caring, empathetic support to both internal and external business customers Adhere to Momentum policies and procedures Maintain acceptable performance according to published standards Other duties as assigned by management Skills High school graduate Demonstrated exceptional customer service skills Excellent verbal and written communication skills Analytical mindset with strong attention to detail and accuracy Must be able to work independently with minimal guidance and demonstrate a sense of urgency for customer impacting issues Regular and predictable job attendance is an essential function of this position Some college and/or knowledge of computing, networking A+, Network+ certification VoIP experience Exposure to Microsoft Office Suite and spreadsheets Working knowledge of TCP/IP, VLAN, NAT, DNS, DHCP Knowledge of the cable modem/internet industry Knowledge of PC configuration and related applications Knowledge of email, internet and VoIP setup, configuration and troubleshooting Company Overview We unleash human momentum with collaboration, connectivity, and communications technology. It was founded in 2000, and is headquartered in Atlanta, Georgia, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Momentum has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 1 in 2023, 1 in 2022. Please note that this does not guarantee sponsorship for this specific role.