Technical Support Representative

Job Description

Job DescriptionSalary:

ITS NOT GOING OUT OF OUR WAY; IT IS OUR WAY!

At United Communications, weve been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the regions fastest, most reliable internet providersrecognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber, fixed wireless, and DSL solutions with a personal, local touch. In partnership with Middle Tennessee Electric, were expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

WHY UNITED?

• 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!

SUMMARY

The Technical Support Representative is responsible for reviewing each trouble ticket, whether submitted by third-party tech support or directly by United customers. The Technical Support Representative will ensure tickets are resolved immediately or escalated to the appropriate department for additional support. These departments may include, but are not limited to, I&R, Network Engineering, Construction, Operations, and Customer Service. Additionally, this position will assist in developing new departmental procedures and collaborate across all departments to identify recurring issues.

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a full-time, on-site position located at our Chapel Hill, TN office. The schedule is Sunday through Thursday, 9:30 AM to 6:00 PM.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Provide first-level phone support by recognizing, researching, isolating, and resolving service-related issues or escalating them to the NOC for technician dispatch.
• Assist non-technical end-users in resolving issues.
• Diagnose browser and networking issues.
• Record and maintain accurate information within the ticketing system.
• Interface directly with customers to resolve issues and ensure a superior customer experience.
• Work effectively in a high-intensity, fast-paced environment and manage time efficiently while handling multiple clients simultaneously.
  
• Collaborate with network operations, customer service, and external technical support (API) to improve the trouble ticket assignment process and customer satisfaction.
• Monitor and close trouble tickets, identify chronic issues, and recommend improvements to management.
• Partner with the network and field operations teams on installations and repairs of United products and services.
• Provide timely insights into customer issues to department heads and offer recommendations for improvements.
• Deliver high-level customer service and educate customers on product and service usage.
• Maintain working knowledge of all systems supporting network operations, including AOE, SDP, and eLations.
  

WHAT YOU BRING

• Bachelors Degree in Computer Science, Engineering, Information Systems, or a related discipline, or equivalent education and/or experience preferred.
• One to two years of previous technical support preferred.
• Strong technical aptitude for resolving 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 as part of a team.
• Proficient in PC software installation and the use of support systems, email, and Microsoft Office Suite.
• Strong communication skills, both written and verbal, with the ability to professionally interact via email, spreadsheets, and presentations.
• Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines.
• Ability to effectively articulate complex situations to colleagues with varying degrees of network knowledge.
• Proficient in process standardization and documentation, including the creation and maintenance of written procedures, training materials, and network records.
• Skilled in using various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

Want to learn more about who we are, explore our core values, and discover additional career opportunities? Visit us atwww.united.net and join us in building the future of connectivity.