Technical Support Representative II

United Communications•Chapel Hill, TN

2d•Onsite

About The Position

The Technical Support Representative II provides advanced technical support for residential and business customers by troubleshooting complex service issues, provisioning customer equipment, and ensuring the accuracy of service orders, network records, and provisioning systems. This role includes responsibility for conducting plant reviews and reviewing trouble charges to identify discrepancies, improve service accuracy, and support operational efficiency. The Technical Support Representative II serves as a key liaison between Customer Service, Sales, Network Operations, Facility Planning, and Field Operations to resolve technical issues, maintain data integrity, and deliver an exceptional customer experience.

Requirements

Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field preferred; or a high school diploma (or equivalent) with a combination of relevant education, training, and experience.
Demonstrated proficiency in Technical Support Representative I responsibilities, with the ability to assist and mentor team members in resolving customer issues.
Experience troubleshooting internet, voice, Wi-Fi, or networking issues.
Experience using ticketing systems to document, track, and resolve customer issues.
Experience working with Microsoft Office Suite and computer-based applications.
Strong customer service, analytical, and problem-solving skills.
Excellent written and verbal communication skills.
Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
Ability to participate in an on-call rotation and work evenings, weekends, or scheduled maintenance windows as business needs require.

Responsibilities

Review service orders and help desk tickets in eLation+ for accuracy, completeness, and timely closure.
Correct fiber, cable, and wireless equipment records within the Service Delivery Platform (SDP) as needed during the review process.
Update and maintain eLation+ facility maps to ensure accurate network records.
Assign the appropriate products to the correct network ports.
Coordinate with the Sales team to resolve USOC corrections related to service speeds and product configuration.
Collaborate with Facility Planning and Network Operations (NetOps) to resolve discrepancies in existing network records.
Provision and program business customer equipment, including VoIP phones.
Accurately document troubleshooting activities, resolutions, and customer interactions within applicable systems.
Participate in an on-call rotation and support scheduled maintenance activities as required.
Troubleshoot and resolve complex business customer service issues while delivering a high level of customer support.