Technical Support Rep I

Shenandoah Telecommunications • Winchester, VA

3d

About The Position

Shentel is hiring a Technical Support Representative to support customers using Streaming TV and Home Internet services. This customer-facing role involves troubleshooting service issues, answering questions, managing requests through phone systems, billing applications, and ticketing tools, and coordinating resolution when further assistance is needed. The representative is expected to deliver professional, empathetic service, meet performance and quality standards, follow company policies and controls, and contribute to customer satisfaction and team improvement. The role requires evening and weekend availability, with shifts listed as 2 p.m. to 11 p.m.

Requirements

• High school diploma or equivalent.
• At least 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 using 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, with shifts listed as 2 p.m. to 11 p.m.

Responsibilities

• Assist customers with Streaming TV and Home Internet service questions and technical troubleshooting.
• Diagnose and resolve service-related issues professionally and empathetically.
• Use 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 improve customer satisfaction.
• Follow company policies, procedures, and internal controls.
• Represent the Shentel brand with professionalism and a commitment to service excellence.
• Maintain schedule adherence and reliability.

Benefits

• Pay starting at $18 per hour plus shift differential.
• 401(k) with up to an 8% company contribution.
• Medical, dental, vision, and life insurance with company subsidies.
• Up to 3 weeks of paid time off.
• Up to 9 paid holidays.
• Service discounts for candidates who live within Shentel or Glo Fiber service areas.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED