Technical Support Rep

Ritter Communications • Jonesboro, AR

2d • Onsite

About The Position

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience. We are currently looking for a residential Technical Support Representative (TSR) to join our team! Ideal Candidates: Are inquisitive and have an aptitude for effective problem-solving Enjoy solving problems and helping to build rapport with customers Demonstrate advocacy for internal and external customers Enjoy working in a team-oriented, professional office environment with awesome like-minded people Some of our very best TSRs are seeking to gain experience in the Information Technology and Networking industry and, in time, have moved into other positions within our company!

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, dental, vision, cancer, accident and life insurance
• short-term and 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
• flexible spending accounts
• company discounts
• paid leave

What This Job Offers

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