Technical Support Representative

Citynet LLC•Bridgeport, WV

11d•Onsite

About The Position

Citynet is seeking a Technical Support Representative to join its Technical Support Center, supporting business and residential clients of its telecommunications and business technology services. This is an entirely on-site position at the company’s corporate headquarters in Bridgeport, West Virginia, in a fast-paced, collaborative office environment. The role supports customers and internal teams through technical monitoring and troubleshooting, customer communications, case management, billing, payment processing, and administrative tasks. The position is full-time at 40 hours per week and requires a rotating schedule that includes days, evenings, and weekends. Occasional overtime is offered to maintain coverage during team call-offs or critical system issues. The role involves handling multiple active communication channels and contributing to shared workspace upkeep. Citynet describes the office as supportive and team-oriented, with structured assistance for learning, questions, and daily collaboration.

Requirements

Strong computer proficiency, including experience with word processing and understanding of standard office equipment.
Highly developed organizational and multitasking abilities, including the ability to prioritize work and make effective decisions under pressure.
Exceptional written and verbal communication skills; ability to demonstrate tact, diplomacy, patience, and good judgment in customer interactions.
Ability to work independently and proactively while contributing to a team.
Positive attitude, initiative, and a strong team spirit.
Ability and willingness to work a changing rotating schedule that includes days, evenings, and weekends.
Availability for occasional overtime when needed for coverage or critical system issues.
Customer-first approach and ability to remain calm and multitask under pressure.
Ability to work on-site at the corporate headquarters in Bridgeport, West Virginia.

Nice To Haves

A technical background in IT, networking, or internet technology systems, gained through formal education or equivalent hands-on experience.
Customer service experience.
Call center experience.

Responsibilities

Monitor servers, routers, circuits, and cases during shifts; identify outages and notify relevant parties, including on-call engineers.
Monitor and respond to downed sites and communication failures by contacting the appropriate clients or team members.
Accurately document customer trouble reports in the ticketing system to support troubleshooting and escalation.
Handle incoming calls and email inquiries about 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 proactively about scheduled maintenance by Citynet or its vendors.
Monitor and maintain an individual Citynet email account and monitor shared team inboxes to delegate tasks, open support cases, and respond to customers.
Contact customers about past-due accounts, returned ACH payments, failed credit card payments, and canceled accounts with remaining balances.
Post incoming checks to customer accounts, process over-the-phone customer payments, and reconcile posted payments for accuracy.
Prepare and mail customer invoices.
Monitor, prioritize, and manage an assigned case queue; follow up on open cases awaiting customer responses or internal escalation.
Maintain precise, real-time ticket notes about troubleshooting, customer correspondence, and internal updates.
Assist with shared workspace and kitchen upkeep, including wiping counters, maintaining the coffee station, loading or unloading the dishwasher, and light vacuuming.