At Archtop Fiber, our mission is to be the true fiber of your community! We believe in the power of local connectivity and dedication to bridging the digital divide in rural and suburban cities across the Hudson Valley and beyond. We have seen how larger cities often receive priority for broadband infrastructure upgrades, leaving smaller communities underserved. That’s why we prioritize serving “Main Street” communities by investing up to $350 million in private funding to build over 2,500 miles of fiber-optic infrastructure.

Job Summary

Archtop Fiber is seeking an enthusiastic and customer-focused Technical Support Representative II to join our Kingston-based team. Are you someone who has a passion for technology and are the go-to person in your household for solving tech issues? Do you enjoy being a trusted resource, someone who can answer questions and guide others through solutions with empathy and patience? Then read on!

Job Responsibilities

• Support customers’ technical needs during onboarding and post-installation.
• Provide expert technical support for residential and business customers.
• Support field technicians remotely to ensure smooth and successful customer installations.
• Participate in user testing for system updates and promote self-service tools to customers.
• Maintain regular, punctual attendance and perform other duties as assigned.
• Participate in an on-call rotation schedule.
• Deliver exceptional customer service across all channels including phone, chat, email, and/or social media.
• Own and manage escalations through to resolution ensuring customer satisfaction
• Responsible for creating training materials and job aids to promote knowledge sharing amongst the team.
• Contribute to the development and ongoing maintenance of a customer-facing knowledge base.

Job Requirements

• Must be available to work full-time on-site at our Kingston, NY location
• 2–4 years of experience in customer service, technical support and/or sales.
• High school diploma or equivalent required, technical or associate degree preferred.
• Strong multitasking, problem-solving, and written and verbal communication skills.
• Team-oriented mindset with a high sense of urgency and accountability.
• Comfort with feedback, independent decision-making, and learning new systems.
• Familiarity with customer service platforms such as HubSpot, Zendesk, and Intercom. Experience with OSS/BSS systems such as Gaiia, MBS, Wavelo, or NISC. Working knowledge of softphone platforms including RingCentral, Aircall, and Dialpad.
• Demonstrated experience troubleshooting fiber networks, ONTs, and routers. Experience with Adtran and eero is preferred.
• Willingness to travel and work on-site, with occasional remote opportunities.
• Must be able to sit for extended periods and work with various digital tools.

Pay: $23.00 - $24.00 per hour

Benefits:

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

Work Location: In person