Technical Support Representative

Citynet•Bridgeport, WV

3d•Onsite

About The Position

Citynet is seeking a Technical Support Representative to join its Technical Support Center, supporting business and residential clients of the company’s telecommunications and business technology services. This is a full-time, on-site position at Citynet’s corporate headquarters in Bridgeport, West Virginia. The role works rotating shifts that include days, evenings, and weekends; occasional overtime may be offered to help cover team call-offs or critical system issues. It is not a standard Monday-through-Friday, 9-to-5 schedule. The position combines network monitoring and technical support with customer service, case management, billing, payment processing, and administrative work. The representative monitors network and communication systems, responds to customer questions and service problems by phone and email, manages support cases through resolution or escalation, and maintains accurate records. The work takes place in a fast-paced, collaborative office with multiple active customer communication channels and a structured team that provides support and ongoing learning. The role also includes maintaining shared office and kitchen spaces.

Requirements

Strong computer proficiency, including experience with word processing and a solid understanding of standard office equipment.
Highly developed organizational and multitasking abilities, including the ability to prioritize tasks and make effective decisions under pressure.
Exceptional written and verbal communication skills.
Ability to demonstrate tact, diplomacy, patience, sound judgment, and discretion in customer interactions.
Proactive, self-motivated, independent work style, adaptability, positive attitude, and strong team spirit.
Patient, customer-first approach and ability to remain calm under pressure.
Ability to work rotating shifts that include days, evenings, and weekends.
Technical background, customer service experience, or call center experience is preferred but not required.

Nice To Haves

A foundation in IT, networking, or internet technology systems, through formal education or equivalent hands-on experience.
Technical background, customer service experience, or call center experience.

Responsibilities

Monitor servers, routers, circuits, and cases during assigned shifts; identify outages and notify relevant parties, including on-call engineers.
Monitor and respond to downed sites or communication failures by contacting the appropriate client or team member.
Accurately document customer trouble reports and troubleshooting information in the ticketing system.
Respond to inbound calls and email inquiries about new signups, cancellations, troubleshooting, billing, and general questions.
Follow up on assigned cases by phone or email, make courtesy calls, conduct past-due billing outreach, and follow up with vendors.
Notify customers about scheduled maintenance by Citynet or its vendors.
Monitor and maintain an individual Citynet email account and shared team inboxes; delegate tasks, open support cases, and respond to customer requests.
Contact customers about overdue accounts, returned ACH payments, failed credit card payments, and canceled accounts with remaining balances.
Post incoming checks to customer accounts, process phone payments, and reconcile posted payments for accuracy.
Prepare and mail customer invoices.
Monitor, prioritize, and manage assigned cases; follow up on open cases awaiting customer responses or internal escalation.
Maintain precise, timely case notes covering troubleshooting, customer correspondence, and internal updates.
Contribute to shared workspace and kitchen upkeep, including wiping counters, tending the coffee station, loading or unloading the dishwasher, and light vacuuming.