Technical Support Rep

Ritter Communications•Jonesboro, AR

10h

About The Position

Rightfiber is hiring a residential Technical Support Representative to serve as the primary point of contact for residential internet, TV, and telephone customers with service-related issues. The role focuses on providing friendly, adaptable customer service while listening to customer needs, applying logical troubleshooting procedures, and documenting support interactions accurately. Representatives also handle support emails and chats, log calls, protect customer information, and make outbound follow-up calls. The position offers opportunities for advancement to TSR 2 and TSR 3, as well as additional hourly compensation for optional CompTIA certifications.

Requirements

Prior experience working with customers.
Excellent customer service mindset and skills.
Ability to learn quickly and apply coaching feedback.
Basic knowledge and personal use of internet technologies with mobile devices and desktop computers or notebooks.
Ability to communicate professionally and courteously with customers, co-workers, and business contacts.

Nice To Haves

An associate degree in Computer Technology or a related field is preferred but not required.
Optional CompTIA ITF+, A+, or Network+ certifications can qualify employees for additional hourly compensation.

Responsibilities

Provide outstanding customer service in a friendly environment, listen to customer needs, and adapt communication style to each customer.
Follow standardized procedures and use logical problem-solving to resolve technical issues.
Document troubleshooting steps during customer conversations.
Log all calls handled.
Check and respond to support emails and chats.
Maintain the confidentiality and security of customer information.
Make outbound calls for follow-up and support.
Maintain schedule flexibility, including weekends and holidays.