Job overview

When a phone has no signal, the internet is down, or a bill looks wrong, customers want an answer quickly. As a Telecom Customer Support Agent, you are the person who gets them there. You identify the problem, walk the customer through guided troubleshooting steps, make account and service changes, and, when a fix needs more than a phone call, schedule a technician or escalate to tier-2 support, engineering, or retention. Paid training is provided, so prior telecom or call-center experience is not required.

This role is about connectivity and devices. It centers on diagnosing service problems, making service changes, explaining telecom billing, and handing off network issues to the right team. You will not need to write code or design anything.

Do I need technical knowledge?

You don’t need to be a technician or have telecom experience. The role requires basic troubleshooting ability with connectivity, devices, and account settings, such as being comfortable following a step-by-step process on a computer and asking sensible questions. Training covers the products, billing systems, and tools, and you work from guided scripts and a knowledge base. Anything beyond that goes to tier-2 support or engineering.

Employer information to confirm

Hiring employer: Northlight Digital Services. Whether full-time or part-time roles are open, the shift schedule, training details, and benefits are assignment-specific and are confirmed with the employer during the hiring process.

Job summary

Pay

$17–$23 per hour, based on experience, shift, and employer. Entry-level candidates typically start near the lower end.

Schedule

Full-time and part-time may be available, depending on the team. Shifts commonly include evenings and weekends. Flexible scheduling may be available.

Location

100% remote, available in multiple U.S. states. You must be authorized to work in the United States. Confirm which states the employer hires in.

Experience

None required. No prior telecom or call-center experience is needed. Paid training is provided.

Education

High school diploma or equivalent. No degree or certification required.

Work style

Phone-heavy, with chats and emails as well. You will move between a CRM or ticketing system and troubleshooting tools.

What you’ll do

Answer inbound calls, chats, and emails from residential and business customers about mobile, internet, and VoIP service.
Help customers activate, upgrade, or cancel service, and send cancellation requests to retention when the process calls for it.
Troubleshoot common connectivity and device problems step by step, using guided scripts and knowledge-base tools.
Explain bills, plan features, data limits, roaming, and equipment charges in plain language.
Set up payment arrangements and process one-time or recurring payments.
Schedule technician visits and dispatch field support when a problem cannot be solved remotely.
Escalate network or account issues to tier-2 support or engineering, with clear notes on what you already tried.
Document every interaction accurately in the CRM or ticketing system.
Follow compliance, privacy, and disclosure guidelines on every contact.
Meet handle-time, quality, and customer-satisfaction targets.
Identify recurring product or network complaints and report them to team leads.

How a typical contact works

Exact steps depend on the employer and the product, but most contacts follow a pattern:

Greet & Verify AccountIdentify the IssueGuided TroubleshootingFix, Dispatch, or EscalateDocument in CRMConfirm Next Steps

Here are three examples of what that can look like:

A connection problem. A customer’s home internet keeps dropping. You confirm the account, work through the guided checks in the knowledge base, and, if the issue persists, schedule a technician visit and record everything you tried so the technician doesn’t repeat it.
A service change. A customer wants to upgrade a mobile plan or cancel an internet line. You explain plan features, data limits, and any equipment charges, then make the change or send the request to retention as the process requires.
A bill they don’t understand. A customer sees roaming or equipment charges they didn’t expect. You explain each line in plain language, and, if the customer can’t pay in full, set up a payment arrangement.

Schedule and work environment

Customers contact carriers and internet providers at all hours, so evening and weekend shifts are common. Some employers have full-time positions, some have part-time, and some have both, so ask which applies. Flexible scheduling may be available. Expect most of your shift on live calls, with chats and emails mixed in, while you work across a CRM or ticketing system and troubleshooting tools. A quiet, private workspace and reliable high-speed internet matter more in this job than in many remote roles, because a dropped connection on your end means a dropped call with a customer who is already frustrated.

Required qualifications

Clear spoken and written English.
High school diploma or equivalent; no degree or certification required.
Comfortable on the phone for most of the shift.
Basic technical troubleshooting ability with connectivity, devices, and account settings.
Patience and empathy with frustrated customers.
Accurate data entry and CRM documentation.
Reliable high-speed internet and a quiet, private workspace.
Willingness to learn telecom products and billing systems.
Authorization to work in the United States.

Preferred qualifications

Prior customer service, retail, call-center, or help-desk experience.
Familiarity with telecom products (mobile, broadband, VoIP) or technical-support ticketing systems.
Bilingual Spanish/English skills (strongly preferred).
Experience working remotely.
Comfort with evening or weekend shifts.

Pay and benefits

$17–$23 per hour

Pay depends on experience, shift, and employer. Entry-level candidates typically start near the lower end.

Paid training

Listed for this role. Confirm the length of training and the pay during training with the employer.

Remote work

Fully remote in multiple U.S. states, for candidates authorized to work in the United States.

Career development

Experience can lead to Senior Support Agent, Technical Support Specialist, Retention Specialist, or Team Lead, and may open doors to network operations, product support, or sales.

Health coverage

Full-time roles may include medical, dental, and vision coverage. Benefits are assignment-specific.

Confirm in writing

Before accepting, confirm your hourly rate, weekly hours, required shifts, training pay, and any other benefits.

Remote-work setup

You will need a computer, reliable high-speed internet, and a quiet, private space for phone-heavy work. Ask the employer whether equipment such as a headset is provided or required, and whether any backup internet connection is expected. Do not buy equipment or software on the assumption that you will be reimbursed.

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Application process

Apply online

Complete the application form and attach a resume in PDF, DOC, or DOCX format. Mention any customer service, retail, or tech-support experience, and your evening or weekend availability.

Initial review

Your information may be reviewed for communication skills, phone comfort, basic troubleshooting ability, and schedule fit.

Interview

Discuss the role, shift requirements, training, and whether full-time or part-time hours are open.

Paid training and onboarding

If selected, confirm training arrangements, equipment, systems access, and start details with the employer.

Frequently asked questions

Do I need technical knowledge or telecom experience?

No telecom or call-center experience is required. You do need basic troubleshooting ability with connectivity, devices, and account settings, and you will work from guided scripts and knowledge-base tools. Paid training covers the products and systems.

Is troubleshooting experience required?

Not formally. The responsibilities describe common connectivity and device problems handled with guided scripts. Help-desk or tech-support experience is a plus, but comfort following a process and learning new tools matters most.

Will I visit customers or install equipment?

No. The role is fully remote. When a problem needs hands-on work, you schedule a technician visit and dispatch field support rather than going yourself.

Is the job phone-heavy?

Yes. You should be comfortable on the phone for most of the shift. Chats and emails are part of the role, but calls are central.

Do I have to work weekends and evenings?

Shifts commonly include evenings and weekends, because customers call outside business hours. Flexible scheduling may be available. Confirm the required shifts at your interview.

What are the hours, and is it full-time or part-time?

Both full-time and part-time may be available, depending on the team. Weekly hours are not fixed for this listing, so confirm them with the employer before accepting.

Is the paid training real?

Paid training is listed for this role. Confirm how long it lasts, what you are paid during it, and any conditions before you accept. A real employer will not ask you to pay for training.

Are mobile or internet discounts offered?

Service discounts are not listed among this role’s benefits. Some employers may offer them, but you should ask directly and get any discount in writing.

What is the pay?

The stated range is $17–$23 per hour, based on experience, shift, and employer. Entry-level candidates typically start near the lower end.

Which states can I live in?

The role is remote and open in multiple U.S. states. You must be authorized to work in the United States. The exact list of states can vary by employer, so confirm yours is covered.

What is the career path?