Technical Support Specialist

Technical Support Specialist

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities. We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

Do you thrive on solving technical challenges and delivering exceptional customer service? Join our welcoming and collaborative Technical Support Team, where diversity, equity, and inclusion are at the heart of everything we do. Every member is respected, supported, and provided with opportunities for growth and success. As a Technical Support Specialist, you'll be a trusted guide, helping customers resolve technical challenges with confidence, empathy, and expertise. If you're new to technical support but eager to learn and grow, we offer comprehensive training and professional development to support your success in this dynamic role.

Responsibilities

Work in an inclusive and supportive call center environment assisting residential and business customers with inbound technical support inquiries related to ALLO internet, voice and video products. Diagnose technical issues, implement solutions, and schedule service appointments when necessary. Deliver exceptional customer experiences by actively listening, asking questions, and offering the best possible support. Conduct follow-ups with customers to confirm issue resolution and satisfaction. Provide customers with updates on work orders or trouble tickets. Accurately document customer interactions and support requests in our system. Collaborate with internal teams to improve customer experience and technical support processes. Other duties as assigned.

Education

High school diploma, GED, or equivalent experience. We welcome applicants with diverse educational backgrounds and career paths.

Experience

Entry-level candidates are welcome to apply! We will train the right person who is eager to learn, dedicated to growth, and passionate about customer service. 1+ years of experience in customer service, IT support, retail, hospitality, or any role requiring strong communication skills and problem-solving. Prior call center or telecommunications experience is a plus but not requiredwe provide full training for motivated individuals!

Skills / Knowledge / Abilities

Commitment to delivering excellent customer service and support. Adaptable, collaborative, and capable of excelling in a dynamic setting. Proficiency with computer systems, with the ability to efficiently navigate multiple application windows, including typing of notes into the ticket system. Basic knowledge of home broadband components and home networking is a bonus. Examples are what is a modem and router, how to connect a wireless device like a phone or laptop to home WiFi, what is the difference between 2.4 GHz and 5 GHz WiFi bands, etc. Strong problem-solving skills with attention to detail. Excellent communication skills, with the ability to assist customers of all technical skill levels in a patient and clear manner. Willingness to learn and grow within the company.

Requirements

Raise objects up to 25 lbs. Remain upright on feet for extended periods. Remain stationary for extended periods. Ability to communicate information. Ability to operate a computer. Ability to observe details at far range.

People are our passion. At ALLO, we don't treat you like a number. You're a human being.

Get ready to plug into the perks at ALLO:

• Free internet? You bet. Plus, awesome discounts on other ALLO services.
• Retirement Plan: The fiber future isn't the only one we care about. We match your 401(k) savings up to 5%.
• Health and Wellness: Participate in quarterly wellness challenges, and we'll deposit extra cash into your checking or health savings accounts.
• Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.
• Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.
• Tuition Assistance: Have a thirst for knowledge? We like that, which is why we're proud to offer assistance with the cost of your tuition.

ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.

Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.

Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at View email address on click.appcast.io.

ALLO is a Drug Free and Tobacco Free Workplace.