Technical Support Rep I

Shentel • Charlottesville, VA

4d • $29,000 - $39,000

About The Position

Shenandoah Telecommunications Company (Shentel) provides high-speed internet and other telecommunications services in the Mid-Atlantic, with a focus on rural communities. Its brands include Shentel, Glo Fiber, Shentel Business, and Glo Fiber Business.

The Technical Support Representative supports customers using Streaming TV and Home Internet services. This role troubleshoots service issues, manages customer requests using phone systems, billing applications, and ticketing tools, and coordinates resolutions when additional assistance is needed. Representatives are expected to deliver professional, empathetic service, meet performance and quality goals, follow company procedures and internal controls, and contribute to customer satisfaction. The role requires evening and weekend availability for a 2 p.m.–11 p.m. shift.

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 with 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, 2 p.m.–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 Shentel’s values and commitment to service excellence.
• Maintain schedule adherence and reliability as part of the team.

Benefits

• Starting pay of $18 per hour plus shift differential.
• 401(k) with up to 8% company contribution.
• Medical, dental, vision, and life insurance with company subsidies.
• Up to 3 weeks of PTO and up to 9 paid holidays.
• Service discounts for candidates residing 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