Technical Support Representative

About the role

At Citynet, we listen to our customers! We are an award-winning, growing regional provider of telecommunications and business technology solutions, and we are looking to expand our Technical Support Center.

Responsibilities

• Technical Support & Network Monitoring:

  • Network Monitoring: Actively monitor servers, routers, circuits, and Cases throughout your shift. Identify outages promptly and ensure all parties (including on-call engineers) are notified.
  • System Alerts: Monitor and respond to downed sites or communication failures by contacting the appropriate client or team member.
  • Trouble Ticketing: Ensure all customer trouble reports are documented with a high degree of accuracy. Precise logging minimizes resolution times and provides critical context for secondary troubleshooting should the issue require escalation past the initial call.

• Customer Success & Communication:

  • Inbound Support: Serve as the first point of contact for incoming calls and incoming email queues regarding new signups, service cancellations, service troubleshooting, billing, and general inquiries.
  • Outbound Callbacks & Replies: Follow up on assigned cases via phone or email, perform courtesy calls, handle past-due billing outreach, and vendor follow-up.
  • Maintenance Notifications: Proactively contact customers to advise them of upcoming scheduled maintenance by Citynet or our vendors.
  • Personal Email Management: Monitor, organize, and maintain your individual Citynet email account to ensure timely responses and follow-ups.
  • Global Email Management: Actively monitor shared team inboxes, reviewing incoming messages to delegate tasks, open new support cases, and interact directly with customers to resolve their requests.

• Administrative & Account Management:

  • Billing & Collections: Reach out to customers regarding past-due accounts, returned ACH payments, credit card failures and canceled accounts with remaining balances.
  • Payment Processing: Accurately post incoming checks to customer accounts, process over-the-phone payments with customers, and reconcile posted payments for accuracy.
  • Invoicing: Prepare and mail customer invoices.

• Team Collaboration & Environment:

  • Active Case Management: Monitor, prioritize, and manage your assigned case queue efficiently to ensure no customer issue falls through the cracks.
  • Continuous Ownership: Follow up consistently on open cases awaiting customer responses or internal escalation, ensuring cases are moving forward daily.
  • Clear Documentation: Maintain precise, real-time notes within our ticketing system detailing troubleshooting steps, customer correspondence, and internal updates.
  • Office Environment: We operate in a dynamic, fast-paced environment where we manage multiple, active customer communication channels. While the role is fast-moving, you’ll never be on your own; we pride ourselves on a vibrant, supportive office atmosphere backed by a structured team ready to assist with ongoing learning, questions, and daily collaboration.
  • Shared Workspace Upkeep: Contribute to a clean, welcoming office environment by assisting with shared workspace and kitchen upkeep (wiping counters, managing the coffee station, loading/unloading the dishwasher, and light vacuuming).

Qualifications

• Core Skills & Qualifications:

  • Technical & Professional Skills:

    • Strong computer proficiency, experience with word processing, and a solid understanding of standard office equipment.
    • Highly developed organizational and multitasking abilities are a must.

  • Communication Excellence:

    • Exceptional written and verbal communication skills.
    • You must be able to exhibit tact, diplomacy, patience, and good judgment in every customer interaction.

  • Work Ethic:

    • A versatile, independent worker who brings a positive attitude, proactive energy, and a strong team spirit to the center.

• Key Attributes & Professional Characteristics:

  • Strong Judgment & Discretion:

    • Ability to handle sensitive situations with tact, diplomacy, and sound decision-making.

  • Autonomy & Initiative:

    • A proactive, self-motivated approach with the ability to work independently and adapt quickly to changing situations.

  • Execution & Organization:

    • Highly developed organizational and multitasking skills, with a proven ability to prioritize tasks and make quick, effective decisions under pressure.

  • Resilience & Patience:

    • You have a patient, customer-first mindset with the ability to stay calm under pressure and multitask efficiently.

  • Exceptional Customer Service:

    • Proven ability to connect with diverse personalities, leveraging strong communication and interpersonal skills to ensure positive customer interactions.

  • Client-Focused Attitude:

    • Thrives in a customer-facing environment by combining strong service skills with an approachable, people-first personality.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Long term disability
• Paid time off
• Vision insurance