Technical Support Rep I

Shentel • Edinburg, VA

1d • $29,000 - $39,000

About The Position

Shenandoah Telecommunications Company (Shentel) provides high-speed internet and telecommunications services, with a focus on rural communities in the Mid-Atlantic United States. The company’s brands include Shentel, Glo Fiber, Shentel Business, and Glo Fiber Business.

The Technical Support Representative is a frontline member of Shentel’s Technical Support team, helping subscribers troubleshoot Streaming TV and Home Internet services, resolve technical issues, and stay connected. The role uses phone systems, billing applications, and ticketing tools to address customer requests, document issues, and coordinate additional assistance when needed. Representatives are expected to provide professional, empathetic service, meet performance and quality goals, follow company policies and internal controls, and maintain schedule adherence. Evening and weekend shifts are required, with a stated shift of 2 p.m. to 11 p.m.

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 using 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. to 11 p.m.

Nice To Haves

• Enjoys helping customers and solving problems.
• Communicates clearly and confidently.
• Thrives in a fast-paced environment.
• Can remain calm and professional during challenging situations.
• Has strong attention to detail and organizational skills.
• Takes ownership and follows through to resolution.
• Is self-motivated and eager to grow.

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 in every interaction.
• Meet and exceed performance goals, quality standards, and service metrics.
• Collaborate with supervisors and quality teams to improve customer satisfaction.
• Support and follow company policies, procedures, and internal controls.
• Represent the Shentel brand through professionalism 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 who live within Shentel or Glo Fiber service areas.
• Opportunity to develop technical and customer service skills.
• Supportive leaders and teammates.
• Opportunity to build a career within a growing telecommunications organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED