About the Role: CTS (COM HOME NETWORK SOLUTIONS LLC) is looking for a skilled Tier 2 Technical Support specialist to join our growing team in Frisco, TX. This is your opportunity to tackle complex technical challenges, deliver exceptional customer solutions, and be a key player in a fast-paced, technology-driven environment. If you thrive on problem-solving and love helping people, we want to hear from you!
Responsibilities:
Provide advanced Tier 2 technical support by diagnosing and resolving escalated hardware, software, and network issues
Troubleshoot home network configurations, connectivity problems, and equipment failures
Serve as an escalation point from Tier 1 support, ensuring timely and effective resolution of complex tickets
Document technical issues, resolutions, and procedures in the ticketing system to maintain accurate records
Collaborate with Tier 3 engineers and internal teams to resolve high-priority or recurring technical issues
Communicate clearly with customers to explain technical solutions in a user-friendly manner
Monitor network performance and proactively identify potential issues before they impact customers
Requirements:
2+ years of experience in a technical support or network support role, preferably Tier 2 or above
Strong knowledge of home networking technologies including routers, modems, Wi-Fi, and TCP/IP protocols
Experience with ticketing systems and documenting technical resolutions
Familiarity with ISP infrastructure, DHCP, DNS, and VoIP technologies is a plus
Excellent troubleshooting, analytical, and critical-thinking skills
Strong verbal and written communication skills with a customer-first mindset
Ability to work independently and manage multiple priorities in a fast-paced environment
About Us: CTS (COM HOME NETWORK SOLUTIONS LLC) is a trusted provider of home network solutions, dedicated to keeping customers connected with reliable, high-performance technology. Our customers choose us for our expertise, responsiveness, and commitment to delivering seamless connectivity experiences. At CTS, our team enjoys a collaborative work culture where technical growth is encouraged and every team member's contribution makes a real impact.