ISOFUSION INC

Role Description We are seeking a professional, detail-oriented Remote Billing Support Agent to support our expanding residential and business client base. You will manage customer accounts, explain charges, and resolve billing discrepancies for our Fiber to the Home (FTTH) and secondary service lines. This role requires a balance of high-quality customer care and efficient financial problem-solving from your dedicated home office. - Account & Billing Management: Manage initial and follow-up calls and support tickets regarding billing inquiries, invoicing issues, and service plan updates. - Payment Processing: Securely process customer payments and resolve account discrepancies via phone or digital chat. - Problem Resolution: Take full ownership of billing disputes from first contact through resolution, ensuring all actions are thoroughly documented. - Product Knowledge: Provide clear explanations of charges for Fiber broadband, VoIP, Domain hosting, DNS, and Email services. - Remote Collaboration: Maintain active communication with the distributed team via digital collaboration tools to ensure seamless service delivery. Qualifications - Experience: At least 1 year of experience in billing, a call center, help desk, or technical customer service role. - Communication: Strong verbal and written communication skills; ability to remain professional and composed during complex billing disputes. - System Proficiency: Proficiency navigating Windows, macOS, and billing/account management software. - Remote Work Readiness: Must have a quiet, professional home office workspace and a reliable, high-speed internet connection. - Availability: Must be available to work 9:00 AM – 6:00 PM EST, Monday–Friday. Occasional weekend or holiday coverage may be required. Benefits - Health Insurance: Comprehensive Medical and Dental insurance coverage. - Retirement: 401K plan options. - Work-Life Balance: Enjoy the flexibility of a fully remote work environment with no daily commute.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are looking for customer focused individuals to fill full-time positions in our Technical Support division working for a full-service ISP. Applicants should be flexible, responsible, and can think and operate "outside the box" in a dynamic and fast paced environment. Responsibilities and Duties: - Own support issues full-cycle from start to finish - Answering initial and follow-up customer calls who have service and technical support issues - Phone call and service ticket queue awareness and ownership - Providing timely and thorough resolution of all issues raised by customers, as well as documenting all actions - Ability to troubleshoot connectivity and service issues with customer - Supporting and troubleshooting Email and broadband connectivity issues, including DSL, SDSL, IDSL, T1, FTTH - Supporting and troubleshooting hosted domains, DNS, Registry, VPS, and Business and Residential VoIP services - Customer billing and invoicing support - Maintaining consistent quality and performance metrics as set out by management - Assist with potential new account follow-ups Qualifications - Ability to handle and prioritize multiple contacts and tasks - Understanding of Windows, OS X, and mobile operating systems - Solid understanding of Dialup, Email, Broadband connectivity and VoIP services - Basic understanding of Fiber Optics, to help support and troubleshoot connectivity - Solid knowledge of TCP/IP, domain hosting, and LAN/WAN concepts - Excellent written, listening and verbal communications skills and an ability to maintain strict professionalism in all client communication - Flexibility in shift schedules (starting as early as 5:00 am, ending as late as 8:00 pm as well as holidays, weekends, etc.) - Students are welcome Requirements - High school or equivalent (Preferred) - iOS: 1 year (Preferred) - Windows: 1 year (Preferred) - Spanish (Preferred) - Korean (Preferred) - Night Shift (Preferred) - Day Shift (Preferred) Benefits - 401(k) - 401(k) matching - Dental insurance - Health insurance - Life insurance - Paid time off - Retirement plan - Vision insurance