Technical Support Specialist

Due to continuing growth, Michigan Broadband Services is seeking multiple Technical Support Specialists to join our team. We're currently hiring at Level I. This is an on-site position that can be based out of our Iron Mountain, Carney, or Escanaba, MI offices.

About the Role

Reliable internet isn't a luxury in the Upper Peninsula. It's how our customers work, learn, run their businesses, and stay connected to family. As a Technical Support Specialist at Michigan Broadband, you'll be the first person our customers talk to when something isn't working, and often the only one they need.

You'll troubleshoot fiber, fixed wireless, DSL, voice, and video services for residential and business customers, own each issue until it's resolved or correctly handed off, and make sure every customer knows exactly what happens next. Many of our customers are neighbors, family businesses, and long-standing members of our community, so patience, dependability, and plain-language explanations matter as much as technical skill. We measure this role by whether problems actually get fixed, not by how fast the call ends.

Where You'll Start

At Level I, you'll handle incoming calls and emails, solve common connectivity, equipment, Wi-Fi, and service issues using our troubleshooting guides, and escalate when an issue needs a deeper look. This is where many of our team members start, and it's a great fit for strong customer service professionals ready to build their technical skills. As your skills grow, you'll take on tougher technical problems, help our business customers, and eventually guide newer teammates.

Schedule and Coverage

• This role may include evenings and weekends.
• Technical Support Specialists also participate in an after-hours on-call rotation.
• Schedules may evolve, and coverage may expand as our team, customer demand, and business needs grow.

Key Responsibilities

Resolve customer issues

• Troubleshoot connectivity, speed, equipment, Wi-Fi, voice, and video issues for residential and business customers.
• Work through our troubleshooting guides and knowledge base to solve issues, ideally in a single conversation, and confirm the fix with the customer before wrapping up.
• Adjust urgency and communication to each customer's situation, especially for business customers.
• Explain technical issues in plain language, and communicate accurately and calmly during outages and service disruptions.

Hand off with care

• When an issue needs more expertise, escalate it with the troubleshooting completed, the results, and the customer impact documented, so the customer never has to start over.
• Let customers know what happens next and when they can expect to hear from us, and follow through on every callback, status update, or check-in after an outage or repair.
• Hand off open work with clear notes at the end of your shift.

Make smart dispatch decisions

• Figure out whether an issue is with the customer's equipment, their account, or our service before requesting a technician visit.
• Resolve remotely whenever possible, and when a visit is truly needed, submit the dispatch request directly to Dispatch Scheduling with clear notes for the field technician.

Improve how we work

• Document fixes and contribute to the knowledge base.
• Flag knowledge gaps, unclear processes, recurring customer issues, and patterns that may point to a network problem, and share what you learn with our Support Services Trainer.
• Perform other duties as assigned by management.

What Success Looks Like

• Customers get their issue resolved the first time they contact us.
• Customers don't have to call back about the same problem.
• When you escalate, the next person has everything they need, and the customer never has to start over.
• Technicians go out when they're truly needed, and only then, saving customers time.
• Customers tell us we were easy to work with.
• You leave our knowledge base better than you found it.

How we measure it: resolution and repeat contact, not call speed. We look at the quality of your troubleshooting, escalations, documentation, and dispatch decisions, and at what customers tell us about their experience.

Qualifications

We're happy to train the right person. Some great technicians start without a technical background, bringing curiosity, strong customer skills, and the drive to learn. If that sounds like you, we'll teach you the rest. And if you already bring technical experience, there's plenty of room to grow.

Required

• High school diploma or equivalent.
• Strong customer service and communication skills, with a professional and friendly phone presence.
• The ability to explain things in plain language and stay patient with customers at every level of technical experience.
• Comfort using a computer, working across multiple systems at once, and documenting work accurately.
• A genuine desire to learn how internet, phone, and TV services work.
• Availability for scheduled shifts within our coverage hours, plus participation in an after-hours on-call rotation.

Preferred

• One or more years of experience in technical support, help desk, or customer-facing technical work, or equivalent experience from military service, IT coursework, or hands-on home networking.
• Understanding of home networking basics: routers, Wi-Fi, IP addressing, DNS, and how to isolate a connectivity problem.
• Experience supporting ISP, telecom, or cable services, or business customers.
• Familiarity with fiber (ONT), fixed wireless, or DSL equipment, including Adtran or Calix.
• Exposure to VoIP/SIP or traditional phone service troubleshooting.
• CompTIA A+, Network+, or similar certification.

You'll Thrive Here If You:

• Get genuine satisfaction from figuring out why something isn't working.
• Would rather solve a problem than pass it along.
• Stay calm and friendly when a customer is frustrated.
• Take notes like the next person depends on them, because they do.
• Ask questions when you don't know, and share what you learn.
• Care about the people and communities you serve.

Growth Path

This role is built for growth. Many of our team members start at Level I, and as you sharpen your skills and consistently deliver for our customers, you'll have opportunities to advance as our team continues to expand.

Benefits

• Medical, dental and life insurance
• 401 (k) matching
• Holiday pay
• Paid time off