Technical Support Rep I
About The Position
Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com. Join Our Team as a Technical Support Representative Be the Reason Customers Stay Connected Do you enjoy solving problems, helping people, and working with technology? Are you energized by fast-paced environments where every interaction makes a difference? If so, we want to hear from you! At Shentel, we're committed to delivering exceptional service and reliable connectivity to our customers. As a Technical Support Representative, you'll be on the front lines of the customer experience, helping subscribers troubleshoot Streaming TV and Home Internet services, resolve technical issues, and stay connected to what matters most. This is more than a call center role—it's an opportunity to become a trusted expert, build technical skills, and make a meaningful impact every day.
Requirements
- High School Diploma or equivalent required
- Minimum of 1 year of customer service or call center experience
- Strong verbal and written communication skills
- Excellent interpersonal and customer service abilities
- Computer proficiency and comfort with multiple applications
- Strong analytical and problem-solving skills
- Ability to make informed decisions and troubleshoot effectively
- Ability to read, write, and interpret information accurately
Nice To Haves
- Enjoys helping customers and solving problems
- Communicates clearly and confidently
- Thrives in a fast-paced environment
- Can remain calm and professional during challenging situations
- Has strong attention to detail and organizational skills
- Is comfortable learning and navigating multiple software systems
- Takes ownership and follows through to resolution
- Is self-motivated and eager to grow
- Ability to work evening and weekend shifts – 2pm – 11pm
Responsibilities
- Assist customers with Streaming TV and Home Internet service questions and technical troubleshooting
- Diagnose and resolve service-related issues with professionalism and empathy
- Utilize phone systems, billing applications, and ticketing tools to manage customer requests
- Create detailed support tickets and coordinate resolutions when additional assistance is needed
- Deliver outstanding customer experiences through every interaction
- Meet and exceed performance goals, quality standards, and service metrics
- Collaborate with supervisors and quality teams to continuously improve customer satisfaction
- Support and follow company policies, procedures, and internal controls
- Represent the Shentel brand by demonstrating our values, professionalism, and commitment to service excellence
- Maintain schedule adherence and reliability as part of a high-performing team
Benefits
- Develop valuable technical and customer service skills
- Work with supportive leaders and teammates
- Build a career within a growing telecommunications organization
- Make a direct impact on customer satisfaction every day
- Be part of a company culture focused on accountability, teamwork, and service excellence
- Pay starting at $18 per hour plus shift differential
- World class 401(k) – up to 8% company contribution
- Medical, dental, vision, and life insurance with company subsidies
- Up to 3 weeks of PTO and up to 9 paid holidays
- Service Discounts available for candidates who reside within Shentel or Glo Fiber service areas
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
