Help Desk Customer Support Specialist - Tier 1 - 1.5

About Deeply Digital

Deeply Digital, LLC is a communications, construction, and consulting company in Montrose, Colorado serving the entire western slope. Its sister company, Clearnetworx, provides ISP services to the surrounding region. Our entire team represents the company on the front lines, and all members work as a team to fulfill the needs of our customers. The Excavation Support person is a laborer who performs a variety of manual tasks outdoors in all weather conditions; including digging, laying conduit, helping with machinery, etc. This is all done while working in a safe and effective manner.

Deeply Digital's outside plant focuses primarily on placing underground and aerial fiber for telecommunications. Its services include line, coaxial, and optical fiber cable placement, splicing, and home installation.

Our company is an equal employment opportunity employer. All staff must be insurable and bondable.

Help Desk Customer Support Specialist – Tier 1 -1.5 (Fiber ISP) 

Department: Help Desk / Customer Support 
Reports To: Help Desk Lead / Support Operations Manager 

Position Summary 

Help Desk Customer Support Specialist is a hybrid role that blends customer service responsibilities with foundational technical troubleshooting for fiber internet customers. Handling customer issues while maintaining a strong focus on communication, professionalism, and customer satisfaction. 

This role is ideal for someone who is customer-focused, technically curious, and comfortable taking ownership of issues from first contact through resolution or escalation. 
 
Key Responsibilities 

Customer Service & Front Desk Support 

• Serve as a primary point of contact for customers via phone, email, chat, and in-person (if applicable). 

• Greet customers promptly and professionally, creating a positive first impression. 

• Listen actively to customer concerns and clearly explain next steps in plain language. 

• De-escalate customer concerns with empathy, patience, and confidence. 

• Set realistic expectations around troubleshooting, service visits, and resolution timelines. 

• Educate customers on basic internet, Wi-Fi, and equipment usage. 

• Ensure the front desk and customer-facing areas reflect professionalism at all times. 

Technical Support (Tier 1 - 1.5) 

• Perform basic to intermediate troubleshooting for fiber services, including: 

• Slow speeds and intermittent connectivity 

• Wi-Fi coverage and device connection issues 

• Customer premises equipment (ONTs, routers, extenders) 

• Use support tools and CRM systems (e.g., Calix Cloud, SMx, Sonar) to review service status and customer history. 

• Perform remote actions such as reboots, resets, and basic configuration checks. 

• Verify light levels and basic signal status before escalating to field or Tier 2 support. 

• Identify issues that require advanced troubleshooting and escalate with clear, complete documentation. 

Documentation & Team Collaboration 

• Create accurate, easy-to-follow ticket notes that clearly explain customer issues and steps taken. 

• Follow established workflows and escalation guidelines. 

• Communicate effectively with Tier 2 support, field technicians, and leadership. 

• Share feedback on recurring customer issues or process improvements. 

Qualifications 

Required Skills & Experience 

• 1–3 years of customer service or technical support experience. 

• Strong communication skills with the ability to explain technical concepts in simple terms. 

• Basic understanding of internet and networking concepts (Wi-Fi, IP addresses, routers). 

• Comfort working with multiple systems while on customer calls. 

• Strong problem-solving skills and attention to detail. 

• Ability to stay calm, professional, and customer-focused in fast-paced situations. 

Preferred Skills 

• Experience in an ISP, telecommunications, or technical support environment. 

• Familiarity with Calix, Sonar, SMx, Ubiquiti, or similar platforms. 

• Basic exposure to fiber networks or ONTs. 

• Interest in growing technical skills and advancing within technical support. 

Performance Metrics (KPIs) 

• Customer Satisfaction (CSAT) 

• First Contact Resolution (CSR + Tier 1.5 issues) 

• Proper Escalation Rate 

• Ticket Accuracy and Documentation Quality 

• Call Handling and Follow-Up Effectiveness 

Work Environment 

• On-site or hybrid help desk setting. 

• Frequent customer interaction via phone and computer. 

• Extended screen time and headset use. 

• May include occasional after-hours or weekend support rotation. 

Career Path 

• Technical Support – Tier 2 

• Help Desk Lead / Customer Support Supervisor 

• Network Operations or Technical Specialist (with experience)