Technical Support Representative II

Job Description

Job Description

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY! 

At United Communications, we’ve been connecting Middle Tennessee communities for over 75 years. What began as a rural telephone service in 1947 has evolved into one of the region’s fastest, most reliable internet providers—recognized by Broadband Now for top speeds and customer satisfaction. We deliver fiber and fixed wireless solutions with a personal, local touch. In partnership with Middle Tennessee Electric, we’re expanding broadband access to underserved areas, making this an exciting time to join our growing team and build your career.

WHY UNITED?

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k + Match, HSA, and more!

SUMMARY

The Technical Support Representative II provides advanced technical support for residential and business customers by troubleshooting complex service issues, provisioning customer equipment, and ensuring the accuracy of service orders, network records, and provisioning systems. This role includes responsibility for conducting plant reviews and reviewing trouble charges to identify discrepancies, improve service accuracy, and support operational efficiency. The Technical Support Representative II serves as a key liaison between Customer Service, Sales, Network Operations, Facility Planning, and Field Operations to resolve technical issues, maintain data integrity, and deliver an exceptional customer experience.

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a direct-hire, full-time, on-site position located at our Chapel Hill office.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Review service orders and help desk tickets in eLation+ for accuracy, completeness, and timely closure.
• Correct fiber, cable, and wireless equipment records within the Service Delivery Platform (SDP) as needed during the review process.
• Update and maintain eLation+ facility maps to ensure accurate network records.
• Assign the appropriate products to the correct network ports.
• Coordinate with the Sales team to resolve USOC corrections related to service speeds and product configuration.
• Collaborate with Facility Planning and Network Operations (NetOps) to resolve discrepancies in existing network records.
• Provision and program business customer equipment, including VoIP phones.
• Accurately document troubleshooting activities, resolutions, and customer interactions within applicable systems.
• Participate in an on-call rotation and support scheduled maintenance activities as required.
• Troubleshoot and resolve complex business customer service issues while delivering a high level of customer support.

WHAT YOU BRING

Required Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Systems, or a related field preferred; or a high school diploma (or equivalent) with a combination of relevant education, training, and experience.
• Demonstrated proficiency in Technical Support Representative I responsibilities, with the ability to assist and mentor team members in resolving customer issues.
• Experience troubleshooting internet, voice, Wi-Fi, or networking issues.
• Experience using ticketing systems to document, track, and resolve customer issues.
• Experience working with Microsoft Office Suite and computer-based applications.
• Strong customer service, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work independently while effectively managing multiple priorities in a fast-paced environment.
• Ability to participate in an on-call rotation and work evenings, weekends, or scheduled maintenance windows as business needs require.

WORK ENVIRONMENT:
This position operates in a professional office environment and requires frequent use of computers, phones, and multiple software systems. The role involves working in a fast-paced, customer-focused setting while managing support tickets and assisting customers by phone and email.

Our Commitment to Equal Opportunity
United Communications is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected status in accordance with applicable federal, state, and local laws.

Want to learn more about who we are, explore our core values, and discover additional career opportunities? Visit us at and join us in building the future of connectivity.