Technical Support Representative

Citynet LLC•Bridgeport, WV

48d•$0 - $15•Onsite

About The Position

At Citynet, we listen to our customers! We are an award-winning, growing regional provider of telecommunications and business technology solutions, and we are looking to expand our Technical Support Center. Do you enjoy a culture of collaboration and a commitment to excellence? Do you thrive when brainstorming solutions, troubleshooting technical issues, and helping clients? If you are a versatile professional who smiles when answering the phone and loves working in the exciting world of communications systems, you might be the perfect fit for the Citynet family.

Requirements

Strong computer proficiency, experience with word processing, and a solid understanding of standard office equipment.
Highly developed organizational and multitasking abilities are a must.
Exceptional written and verbal communication skills.
You must be able to exhibit tact, diplomacy, patience, and good judgment in every customer interaction.
A versatile, independent worker who brings a positive attitude, proactive energy, and a strong team spirit to the center.
Ability to handle sensitive situations with tact, diplomacy, and sound decision-making.
A proactive, self-motivated approach with the ability to work independently and adapt quickly to changing situations.
Highly developed organizational and multitasking skills, with a proven ability to prioritize tasks and make quick, effective decisions under pressure.
You have a patient, customer-first mindset with the ability to stay calm under pressure and multitask efficiently.
Proven ability to connect with diverse personalities, leveraging strong communication and interpersonal skills to ensure positive customer interactions.
Thrives in a customer-facing environment by combining strong service skills with an approachable, people-first personality.

Nice To Haves

A technical background, customer service, or call center experience is highly preferred.

Responsibilities

Actively monitor servers, routers, circuits, and Cases throughout your shift. Identify outages promptly and ensure all parties (including on-call engineers) are notified.
Monitor and respond to downed sites or communication failures by contacting the appropriate client or team member.
Ensure all customer trouble reports are documented with a high degree of accuracy. Precise logging minimizes resolution times and provides critical context for secondary troubleshooting should the issue require escalation past the initial call.
Serve as the first point of contact for incoming calls and incoming email queues regarding new signups, service cancellations, service troubleshooting, billing, and general inquiries.
Follow up on assigned cases via phone or email, perform courtesy calls, handle past-due billing outreach, and vendor follow-up
Proactively contact customers to advise them of upcoming scheduled maintenance by Citynet or our vendors.
Monitor, organize, and maintain your individual Citynet email account to ensure timely responses and follow-ups.
Actively monitor shared team inboxes, reviewing incoming messages to delegate tasks, open new support cases, and interact directly with customers to resolve their requests.
Reach out to customers regarding past-due accounts, returned ACH payments, credit card failures and canceled accounts with remaining balances.
Accurately post incoming checks to customer accounts, process over-the-phone payments with customers, and reconcile posted payments for accuracy.
Prepare and mail customer invoices.
Monitor, prioritize, and manage your assigned case queue efficiently to ensure no customer issue falls through the cracks.
Follow up consistently on open cases awaiting customer responses or internal escalation, ensuring cases are moving forward daily.
Maintain precise, real-time notes within our ticketing system detailing troubleshooting steps, customer correspondence, and internal updates.
Contribute to a clean, welcoming office environment by assisting with shared workspace and kitchen upkeep (wiping counters, managing the coffee station, loading/unloading the dishwasher, and light vacuuming).