Promote Community Internet Provider's products and services over the telephone to customers. Responsible for providing exceptional customer service.Respond to customer requests via telephone, email and chat.Troubleshoot escalated customer service outages and problems (tier 2) in an effective manner.Work with other team members to coordinate response to network disruptions, including gathering information by contacting customers.Respond to customer inquiries, complaints and other requests for information regarding Community Internet Provider's services, billing, and payment arrangements.Responsible for responding to requests from Community Internet Provider's customers for all services offered.Responsible for opening, updating and closing trouble tickets to track customer requests and issues.Responsible for troubleshooting customer issues and attempting to resolve them (up to tier 2).Responsible for escalating discovered outages or abnormal network conditions following established escalation chain.Responsible for striving to provide first touch resolution.Responsible for meeting individual performance metrics designed to ensure exceptional customer service and support.Responsible for performing other tasks as required to assist the company in carrying out its customer service mission, goals, and objectives, as circumstances may dictate. This includes the short-term assignment to a wide range of other job functions and responsibilities which may be needed in situations where the loss of service to the company’s customers is threatened or restoral of service is required.On-job technologies include network endpoints such as routers, access points, Ubiquiti, Cambium, Mimosa radios, Sonar ticketing software, etc.

• Review and identification of key documents for use in nationwide MDL 2406 antitrust motions and depositions; rip and archive/preserve websites and underlying documents for evidentiary use;• Managed team of law students in regards to MDL 2406 (training, delegation of duties, schedules, work product quality control);• Draft, review, and revise legal documents including letters, motions, interrogatories, affidavits, exhibits and court filings;• Conduct research such as background checks, case law, codes and statutes, collections, legal entity verification, property records, medical, etc.;• Coordinate with third party research services when needed (private investigators, etc.);• Process applications for several ERISA Texas non-subscriber products, verify all provided information, generate and distribute workplace injury benefit plans and arbitration agreements to clients, maintain database and all documents associated with workplace injury benefits plans and arbitration agreements, communicate with policyholders where necessary;• Draft detailed letters of adverse benefit determinations, appeals, releases, etc. in accordance with proper interpretation of related non-subscriber workplace injury benefit plans; periodic review and edits to same workplace injury benefit plans in concert with management;• Assist in creation and distribution of promotional materials.