About the role
The Tier 1 Customer Support Representative serves as the first point of contact for Novos Fiber customers, providing customer service, account assistance, and frontline technical support.
This position is responsible for resolving customer needs whenever possible during the initial interaction, including basic troubleshooting of fiber internet and Wi-Fi services. The Tier 1 Representative works with internal systems and network-management tools to diagnose service issues, make approved account and equipment changes, identify known outages, and escalate more complex technical issues to Tier 2 Support when necessary.