Technical Support Rep I

Shentel•Edinburg, VA

4d•$29,000 - $39,000

About The Position

Join Shentel as a Technical Support Representative and be the reason customers stay connected. This role involves troubleshooting Streaming TV and Home Internet services, resolving technical issues, and providing an exceptional customer experience. It's an opportunity to build technical skills and make a meaningful impact daily in a fast-paced environment.

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
Ability to work evening and weekend shifts – 2pm – 11pm

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

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