Technical Support Rep

Ritter Communications • Jonesboro, AR

2d • Onsite

About The Position

Ritter Communications is seeking a residential Technical Support Representative (TSR) to join their team. The TSR will serve as the primary point of contact for residential internet, TV, and telephone customers experiencing service-related issues. This role is ideal for individuals who are inquisitive, enjoy problem-solving, and have a passion for customer advocacy. The company is the largest privately held telecommunications provider serving exclusively the Mid-South, offering broadband fiber, telecom, video, cloud, and data center services across Arkansas, Texas, Missouri, and Tennessee.

Requirements

• Enthusiasm for an entry-level position in a fast-growing company with many opportunities for personal growth and advancement opportunities
• Excellent customer service mindset and skills, with prior experience working with customers
• The ability to learn quickly and apply coaching feedback
• Basic knowledge and personal use of internet technologies with mobile devices and desktop computers/notebooks
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner

Nice To Haves

• Associates degree in Computer Technology or a related field is preferred but not required

Responsibilities

• Ensuring every customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and adapting their communication style to the needs of the customer
• Thinking logically and following standardized procedures to solve technical issues
• Proficiently documenting troubleshooting steps during conversations with customers
• Logging all calls handled
• Checking and responding to support emails and chats
• Maintaining confidentiality and security of all customer information
• Making outbound calls for the purpose of follow-up and support
• Maintaining schedule flexibility, including weekends and holidays

Benefits

• health insurance
• dental insurance
• vision insurance
• cancer insurance
• accident insurance
• life insurance
• short-term disability coverage
• long-term disability coverage
• 401(k) match program
• additional company funded 401(k) contributions
• paid time off
• company-funded health savings accounts
• free gym memberships
• monthly incentives based on performance
• promotion opportunities to TSR 2 and TSR 3 levels
• additional hourly compensation upon achievement of optional CompTIA ITF+, A+, and Network+ certifications
• tuition reimbursement
• paid training opportunities
• company discounts
• flexible spending accounts

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree