Point Broadband and Clearwave Fiber are affiliated companies operating as part of a combined organization. This opportunity is a Clearwave Fiber position, and candidates selected for hire will be employed by Clearwave Fiber under Clearwave Fiber’s benefit plans, payroll, and employment policies. Lead Technical Assistance Center Agent Remote - Successful candidate must live in a state in which Point Broadband operates (AL, FL, GA, IL, KS, MD, MI, NY, OH, TN, TX, or VA) #LI-remote Are you passionate about technology, customer experience, and helping others succeed? Join Clearwave as a Lead Technical Assistance Center (TAC) Agent and become a key technical resource within our Customer Operations organization. As a Lead TAC Agent, you will serve as an advanced technical expert, escalation point, mentor, and peer leader within the Technical Assistance Center. You will play a critical role in resolving complex customer issues, supporting agent development, improving operational processes, and strengthening collaboration across departments. While this position does not have direct supervisory responsibilities, you will be expected to lead through influence, technical expertise, accountability, and a commitment to excellence. Here's what a typical day as a Lead Technical Assistance Center Agent looks like: Serve as an advanced technical resource for TAC Agents, assisting with complex troubleshooting and escalation scenarios involving residential and business services. Take ownership of escalated customer issues and work collaboratively with internal teams to drive timely resolution and positive customer outcomes. Resolve advanced voice, data, and fiber service issues through expert diagnostics and problem-solving. Mentor and support TAC Agents by sharing knowledge, reviewing troubleshooting approaches, and modeling best practices. Partner with departments including Dispatch, Installation & Repair, Business TAC, Voice Operations, and Service Delivery to improve customer experience and operational effectiveness. Contribute to training efforts, onboarding support, and knowledge-sharing initiatives across the TAC organization. Identify opportunities to improve workflows, procedures, documentation, and tools that enhance operational efficiency and customer satisfaction. Assist in the development and maintenance of Knowledge Base articles, troubleshooting resources, and operational documentation. Demonstrate leadership through accountability, initiative, professionalism, and a willingness to support teammates during challenging situations. Utilize a variety of systems and applications to diagnose technical issues, document findings, and manage customer interactions effectively. Promote Clearwave’s core values of Purpose, Ownership, Courage, Resourcefulness, and Simplicity through daily interactions and decision-making. At Clearwave, our Lead TAC Agents are trusted technical professionals who elevate the performance of the entire team through expertise, collaboration, and a relentless commitment to customer success. Requirements: Minimum Qualifications: High school diploma or equivalent required. Minimum of 4 years of experience in technical support, telecommunications, network operations, or a related field. (Recommended increase over standard TAC requirements.) Based on advanced expectations outlined for Senior TAC Agents. Demonstrated success in resolving complex broadband, voice, and networking issues. Advanced understanding of fiber broadband technologies, residential and business services, and customer-premise networking. Proven ability to work independently, make sound decisions, and take ownership of customer outcomes. Experience mentoring peers, sharing technical knowledge, or serving as a subject matter expert. Excellent written and verbal communication skills. Strong analytical and problem-solving abilities with a focus on first-contact resolution whenever possible. Ability to manage multiple priorities while maintaining attention to detail and customer satisfaction. Regular, consistent, and punctual attendance. Ability to work a flexible schedule, including nights, weekends, holidays, and overtime when needed. Preferred Qualifications: Experience supporting voice, data, fiber internet, and managed network services. Advanced proficiency with telecommunications and network management platforms, including systems such as Calix CMS, Calix Cloud, SMx, SolarWinds, Infoblox, and Accedian solutions. Experience supporting Enterprise Voice platforms, SIP, PRI, hosted voice, and related technologies. Strong understanding of telecommunications infrastructure, service delivery processes, and troubleshooting methodologies. Previous experience participating in cross-functional projects or process improvement initiatives. Prior call center or technical operations center experience. Experience creating technical documentation, process guides, or knowledge articles. Demonstrated ability to influence others and lead through expertise rather than direct authority. Additional Qualifications: Must meet the Home Office Requirements below to qualify for remote/work-from-home positions: Self-motivated and able to work independently with minimal supervision. Have a quiet, distraction-free work area that provides privacy. Have a steady work surface and comfortable chair. Adequate lighting. Working smoke and carbon monoxide detectors. Fast and reliable internet service. Benefits: Competitive pay PLUS uncapped commission ($65-100k+ DOE) Medical, dental, vision insurance all start day one. 401(k) with company match and vesting upon hire. Up to 20 days of PTO in your first year. 10 Paid Holidays. Company-paid life and disability insurance, with voluntary supplemental coverage options. HSA/HRA contributions and FSA options. Mileage reimbursement & company laptop. Complimentary Clearwave Fiber service if you live within our service area. Ongoing sales training, professional development, and opportunities for career growth. The employing entity for this position is Clearwave Fiber. Employment terms, benefits, payroll administration, and related policies are governed by Clearwave Fiber and may differ from those offered by other affiliated companies, including Point Broadband.