Technical Support Representative

United Communications•Chapel Hill, TN

5d•Onsite

About The Position

The Technical Support Representative is responsible for reviewing each trouble ticket, whether submitted by third-party tech support or directly by United customers. The Technical Support Representative will ensure tickets are resolved immediately or escalated to the appropriate department for additional support. These departments may include, but are not limited to, I&R, Network Engineering, Construction, Operations, and Customer Service. Additionally, this position will assist in developing new departmental procedures and collaborate across all departments to identify recurring issues.

Requirements

Bachelor’s Degree in Computer Science, Engineering, Information Systems, or a related discipline, or equivalent education and/or experience preferred.
One to two years of previous technical support preferred.
Strong technical aptitude for resolving customer issues.
Ability to work effectively in a high-intensity, dynamic, and rapidly changing technology environment.
Excellent customer service skills with the ability to manage time effectively while handling multiple clients simultaneously.
Ability to work both independently and as part of a team.
Proficient in PC software installation and the use of support systems, email, and Microsoft Office Suite.
Strong communication skills, both written and verbal, with the ability to professionally interact via email, spreadsheets, and presentations.
Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines.
Ability to effectively articulate complex situations to colleagues with varying degrees of network knowledge.
Proficient in process standardization and documentation, including the creation and maintenance of written procedures, training materials, and network records.
Skilled in using various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.

Responsibilities

Provide first-level phone support by recognizing, researching, isolating, and resolving service-related issues or escalating them to the NOC for technician dispatch.
Assist non-technical end-users in resolving issues.
Diagnose browser and networking issues.
Record and maintain accurate information within the ticketing system.
Interface directly with customers to resolve issues and ensure a superior customer experience.
Work effectively in a high-intensity, fast-paced environment and manage time efficiently while handling multiple clients simultaneously.
Collaborate with network operations, customer service, and external technical support (API) to improve the trouble ticket assignment process and customer satisfaction.
Monitor and close trouble tickets, identify chronic issues, and recommend improvements to management.
Partner with the network and field operations teams on installations and repairs of United products and services.
Provide timely insights into customer issues to department heads and offer recommendations for improvements.
Deliver high-level customer service and educate customers on product and service usage.
Maintain working knowledge of all systems supporting network operations, including AOE, SDP, and eLations.