Prattsburgh, NY | Please apply by submitting your resume and completed job application to or visit

Job Summary: We are seeking a dedicated and customer-focused individual to join our team as a Business Support Representative. The ideal candidate will be responsible for providing technical support, troubleshooting issues, and offering guidance to our business clients. This role requires excellent communication skills, attention to detail, and a passion for delivering outstanding customer service.

Key Responsibilities:

  • Provide prompt and courteous support to business clients via phone, email, and other communication channels.
  • Assist clients with setup, configuration, and troubleshooting of telecommunications services, including internet connectivity, phone systems, and networking equipment.
  • Identify and escalate technical issues to the appropriate internal teams for resolution.
  • Guide clients through troubleshooting steps and provide clear instructions to resolve issues efficiently.
  • Keep accurate records of client interactions, technical issues, and resolutions in the customer support database.
  • Collaborate with other departments, including sales and technical teams, to address client needs and concerns.
  • Stay informed about the latest products, services, and industry trends to better assist clients and answer inquiries.
  • Proactively identify opportunities to improve processes and enhance the customer support experience.


  • Proven experience in customer service or a related field.
  • Strong communication skills, both verbal and written.
  • Technical aptitude and ability to understand and troubleshoot fiber optics-related issues.
  • Exceptional problem-solving skills and ability to handle challenging situations with professionalism.
  • Excellent computer skills
  • Ability to work collaboratively with cross-functional teams.
  • Must be comfortable working in a fast paced, high volume call center.

Education and Experience:

  • High school diploma or equivalent. A two-year degree or equivalent is preferred.

Working Conditions: While most of the work is performed in an office setting, occasional on-site visits or attendance at industry events may be required. The ability to lift and move light equipment may be necessary.

*Empire Access is an equal opportunity employer, dedicated to fostering a workplace free from discrimination. We comply with all applicable federal, state, and local laws, ensuring equal employment opportunities based on race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, veteran status, or any other protected status. We promote diversity and inclusion in all aspects of employment, from recruitment to benefits. If you require assistance or believe you’ve experienced discrimination, contact the Human Resources Department. Join us in our commitment to a diverse and inclusive work environment.

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