What is the role of a Call Center Agent - Tech Support and Billing at Rise Broadband?

The Call Center Agent - Tech Support and Billing position at Rise Broadband is a Full-time or part-time position opportunity in the relevant field.

Where is this Call Center Agent - Tech Support and Billing job located?

Irving, Texas, 75063, United States

What type of employment is offered for this Call Center Agent - Tech Support and Billing role?

Full-time or part-time position

What industry does this Call Center Agent - Tech Support and Billing position belong to?

This role spans multiple industries.

How can I apply for the Call Center Agent - Tech Support and Billing position at Rise Broadband?

You can apply directly through the application link provided.

Call Center Agent - Tech Support and Billing at Rise Broadband | Jobs and Employment

Application Deadline: 3/20/2026 or until position is filled

Position Overview

The Universal Customer Support Representative is a high-volume, inbound customer support role responsible for delivering best-in-class customer service while efficiently resolving billing, account, and basic technical issues for Rise Broadband customers. This role is ideal for individuals who excel in fast-paced call environments, demonstrate strong empathy and communication skills, and take full ownership of customer issues with a focus on resolving concerns during the first interaction whenever possible. Universal Representatives are empowered to serve as the voice of the customer, identifying friction points and sharing feedback with internal Rise Internet teams to improve processes and the overall customer experience.

Key Responsibilities

Inbound Customer Support & Issue Resolution

Handle a high volume of inbound customer calls while maintaining professionalism, empathy, and accuracyResolve a wide range of inquiries including billing questions, account updates, rate plans, and basic technical troubleshootingTake full ownership of customer issues from start to finish, actively listening and confirming resolution before ending the callBalance efficiency with quality by resolving issues correctly the first timeBilling, Account & Self-Service Support

Review customer billing ledgers, explain charges clearly, and resolve billing concernsAssist customers in selecting appropriate rate plans, equipment, and additional servicesGuide customers through the customer portal and self-service tools, ensuring understanding of next stepsAccurately document all interactions and update customer recordsTechnical Support (Foundational)

Provide basic technical support for Internet, VoIP, email, web hosting, and Ethernet servicesTroubleshoot service issues using established tools and proceduresUse sound judgment to schedule onsite service visits or equipment replacements when neededCollaboration & Continuous Improvement

Communicate recurring customer issues and process gaps to internal departmentsAdhere to all policies, procedures, and quality standardsMaintain punctuality, reliability, and a professional demeanor in a team environment

How Success Is Measured

Success in this role is measured using clear, well-defined performance metrics, including:

First Contact Resolution (FCR): Resolving the customer’s issue during the initial interaction without the need for follow-upAverage Handle Time (AHT): Managing call length efficiently while still providing a high-quality customer experienceCustomer Satisfaction (CSAT): Customer feedback reflecting satisfaction with service and issue resolutionSchedule Adherence: Being available and ready to handle calls as scheduledQuality & Accuracy: Proper documentation, correct resolutions, and adherence to proceduresRequired Qualifications

Strong customer service, communication, and listening skillsAbility to build rapport and remain calm in a high-volume inbound call environment1–2 years of related experience preferred (call center, customer service, billing, or technical support)Strong computer skills with the ability to navigate multiple systems simultaneouslyBasic understanding of billing concepts (credits, debits, percentages, discounts)Typing speed of 30 WPM or higher preferredTechnical Knowledge (Preferred / Trainable)

Basic understanding of:IP addressing and networking fundamentalsWi-Fi and network hardware conceptsEmail setup and configurationWillingness to learn new systems and technical concepts quicklySchedule & Work Location

This is an in-office position in a shared workspace environmentWorking Conditions

Prolonged periods of sitting, speaking, and computer useOccasional standing, walking, reaching, and lifting up to 15 pounds

Please feel free to review our Benefits at the following link: https://www.risebroadband.com/about/careers/benefits/

Call Center Agent - Tech Support and Billing at Rise Broadband – Irving, Texas

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