Technical Support Representative

About the role

The Technical Support Representative reviews trouble tickets submitted by third-party technical support teams or directly by United Communications customers. This role ensures issues are resolved promptly or escalated to the appropriate department for further support, including Installation & Repair (I&R), Network Engineering, Construction, the Operations Center, and Customer Service. Additionally, the position assists in developing departmental procedures and collaborates cross-functionally to identify and resolve recurring issues.

Responsibilities

• Provide Tier I technical support and troubleshoot customer service issues by phone.
• Resolve technical problems or escalate complex issues to the NOC or appropriate teams.
• Assist customers with connectivity, browser, and networking support.
• Document customer interactions and troubleshooting steps in the ticketing system.
• Communicate solutions clearly while delivering excellent customer service.
• Manage multiple trouble tickets in a fast-paced environment.
• Collaborate with internal departments and third-party support teams to improve issue resolution.
• Monitor and close trouble tickets while identifying recurring problems and trends.
• Support installation, activation, and repair of company products and services.
• Recommend process improvements based on recurring customer issues.
• Educate customers on products and services.
• Maintain working knowledge of systems that support network operations, including AOE, SDP, and eLations.

Requirements

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline preferred, or an equivalent combination of education and experience.
• One to two years of previous technical support experience preferred.
• Strong technical aptitude with the ability to troubleshoot and resolve customer issues.
• Ability to work effectively in a high-intensity, dynamic, and rapidly changing technology environment.
• Excellent customer service skills with the ability to manage time effectively while handling multiple clients simultaneously.
• Ability to work both independently and collaboratively as part of a team.
• Proficient in PC software installation and the use of support systems, email, and Microsoft Office applications.
• Valid Tennessee driver’s license with a satisfactory driving record.
• Strong written and verbal communication skills, including the ability to communicate professionally through email, spreadsheets, and presentations.
• Self-motivated, detail-oriented, and organized, with the ability to work efficiently and meet deadlines.
• Ability to clearly articulate complex situations to colleagues with varying levels of network knowledge.
• Experience with process standardization and documentation, including creating and maintaining written procedures, training materials, and network records.
• Skilled in the use of various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.
• Demonstrates a high level of integrity and strong professional values.

Qualifications

• Must have a valid Tennessee driver’s license with a satisfactory driving record.

Skills

• Strong technical aptitude and problem-solving skills.
• Excellent customer service and communication skills.
• Proficiency in PC software installation and support systems.
• Ability to work independently and collaboratively.
• Knowledge of network operations and troubleshooting tools.

Benefits

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k + Match, HSA, and more!

Pay

Details TBD.

Schedule and Onsite Requirements

This is a direct-hire, full-time, on-site position located at our Chapel Hill office location. The schedule for this position will be Sunday-Thursday 11 AM-7:30 PM.

Summary

At United Communications, we’re committed to providing exceptional technical support to our customers. The Technical Support Representative plays a crucial role in ensuring that customer issues are resolved promptly and efficiently, collaborating with various departments to improve overall service quality. With a focus on customer satisfaction and a supportive work environment, this role offers a rewarding career opportunity for those passionate about technology and customer service.