Lead Technicial Support Rep

Ritter Communications•Jonesboro, AR

About The Position

Rightfiber is seeking a Lead Technical Support Representative to serve as a frontline leader within their Technical Support team. This role combines hands-on technical support with leadership, acting as the first point of escalation and a subject matter expert for residential internet, voice, video, and value-added services. The position is critical in driving customer satisfaction, supporting team performance, and ensuring operational excellence.

Requirements

Experience with ticketing systems, billing platforms, and support tools
Familiarity with operating systems, mobile devices, and consumer technology
Strong troubleshooting and analytical abilities
Strong organizational and multitasking skills in a fast-paced environment
Sound judgment and attention to detail
Excellent written and verbal communication skills
Ability to coach, mentor, and develop others
Ability to analyze performance data and identify trends
Able to work both independently and collaboratively
Associate degree in Information Technology, Telecommunications, or related field (or equivalent experience)
3+ years in Technical Support, telecommunications, or customer service
Valid driver’s license with satisfactory driving record
Ability to travel as needed

Nice To Haves

Prior experience in mentoring, training, or informal leadership preferred
Demonstrated experience troubleshooting voice, video, and internet services preferred
IT Fundamentals or equivalent technical certification

Responsibilities

Serve as the first level of escalation for Technical Support Representatives
Provide real-time coaching, floor support, and guidance
Assist with onboarding, training, mentoring, and employee development
Act as the operational lead in the absence of a Supervisor
Monitor queues, ticket backlogs, escalations, and service-impacting events
Conduct ticket reviews, documentation audits, and quality evaluations
Ensure adherence to workflows, troubleshooting standards, and documentation requirements
Assist leadership in tracking performance metrics and schedule adherence
Identify trends and recommend process improvements
Support knowledgebase updates, workflows, and training materials
Partner with cross-functional teams to resolve issues and improve service delivery
Assist with outage communications and escalation coordination
Participate in projects, testing initiatives, and operational readiness efforts
Troubleshoot and resolve complex customer issues
Maintain expertise across internet, voice, and video services
Balance leadership responsibilities with direct customer interactions to meet service levels