Technical Support Representative

Technical Support Representative

Because our Technical Support Center supports our business and residential clients around the clock, this position requires rotating shift work and high scheduling flexibility.

Rotating Shifts: Candidates must be able and willing to work a changing schedule that includes days, evenings, and weekends.

Overtime Expectations: Occasional overtime is offered in this position to ensure seamless coverage in the event of team call-offs or critical system issues.

Full Time 40 hours per week. If you are looking for a standard Monday-through-Friday, 9-to-5 desk job, this role is likely not a fit. If you thrive in a dynamic environment where no two shifts are the same, we want to hear from you!

Work Environment (On-Site)

Location: This is an in-office position located entirely at our corporate headquarters in Bridgeport, WV.

The Atmosphere: You will be working on-site in a fast-paced, highly collaborative office environment.

About the Role

At Citynet, we listen to our customers! We are an award-winning, growing regional provider of telecommunications and business technology solutions, and we are looking to expand our Technical Support Center.

Do you enjoy a culture of collaboration and a commitment to excellence? Do you thrive when brainstorming solutions, troubleshooting technical issues, and helping clients? If you are a versatile professional who smiles when answering the phone and loves working in the exciting world of communications systems, you might be the perfect fit for the Citynet family.

What You Will Do

This is a dynamic, multi-faceted role where no two days are the same. You will be a vital part of our support ecosystem, handling everything from network monitoring to customer billing needs.

Responsibilities of the position:

Technical Support & Network Monitoring

• Network Monitoring: Actively monitor servers, routers, circuits, and cases throughout your shift. Identify outages promptly and ensure all parties (including on-call engineers) are notified.
• System Alerts: Monitor and respond to downed sites or communication failures by contacting the appropriate client or team member.
• Trouble Ticketing: Ensure all customer trouble reports are documented with a high degree of accuracy. Precise logging minimizes resolution times and provides critical context for secondary troubleshooting should the issue require escalation past the initial call.

Customer Success & Communication

• Inbound Support: Serve as the first point of contact for incoming calls and incoming email queues regarding new signups, service cancellations, service troubleshooting, billing, and general inquiries.
• Outbound Callbacks & Replies: Follow up on assigned cases via phone or email, perform courtesy calls, handle past-due billing outreach, and vendor follow-up
• Maintenance Notifications: Proactively contact customers to advise them of upcoming scheduled maintenance by Citynet or our vendors.
• Personal Email Management: Monitor, organize, and maintain your individual Citynet email account to ensure timely responses and follow-ups.
• Global Email Management: Actively monitor shared team inboxes, reviewing incoming messages to delegate tasks, open new support cases, and interact directly with customers to resolve their requests.

Administrative & Account Management

• Billing & Collections: Reach out to customers regarding past-due accounts, returned ACH payments, credit card failures and canceled accounts with remaining balances.
• Payment Processing: Accurately post incoming checks to customer accounts, process over-the-phone payments with customers, and reconcile posted payments for accuracy.
• Invoicing: Prepare and mail customer invoices.

Team Collaboration & Environment

• Active Case Management: Monitor, prioritize, and manage your assigned case queue efficiently to ensure no customer issue falls through the cracks
• Continuous Ownership: Follow up consistently on open cases awaiting customer responses or internal escalation, ensuring cases are moving forward daily
• Clear Documentation: Maintain precise, real-time notes within our ticketing system detailing troubleshooting steps, customer correspondence, and internal updates.
• Office Environment: We operate in a dynamic, fast-paced environment where we manage multiple, active customer communication channels. While the role is fast-moving, you'll never be on your own; we pride ourselves on a vibrant, supportive office atmosphere backed by a structured team ready to assist with ongoing learning, questions, and daily collaboration
• Shared Workspace Upkeep: Contribute to a clean, welcoming office environment by assisting with shared workspace and kitchen upkeep (wiping counters, managing the coffee station, loading/unloading the dishwasher, and light vacuuming).

What We Are Looking For

We are seeking tech-savvy, proactive individuals with a foundation in IT, networking, or internet technology systems, whether through formal education or equivalent hands-on experience.

Core Skills & Qualifications:

• Technical & Professional Skills: Strong computer proficiency, experience with word processing, and a solid understanding of standard office equipment. Highly developed organizational and multitasking abilities are a must.
• Communication Excellence: Exceptional written and verbal communication skills. You must be able to exhibit tact, diplomacy, patience, and good judgment in every customer interaction.
• Work Ethic: A versatile, independent worker who brings a positive attitude, proactive energy, and a strong team spirit to the center.

Note: While a technical background, customer service, or call center experience is highly preferred, it is not a strict requirement to apply. If you have the drive, the communication skills, and a passion for problem-solving, we encourage you to submit your application!

Key Attributes & Professional Characteristics

As a Technical Support / Customer Service Representative, you are the face of our company. We look for team members who take pride in representing our brand with the utmost professionalism, dependability, and a positive, collaborative attitude.

To thrive in this role, you should possess:

• Strong Judgment & Discretion: Ability to handle sensitive situations with tact, diplomacy, and sound decision-making.
• Autonomy & Initiative: A proactive, self-motivated approach with the ability to work independently and adapt quickly to changing situations.
• Execution & Organization: Highly developed organizational and multitasking skills, with a proven ability to prioritize tasks and make quick, effective decisions under pressure.
• Resilience & Patience: You have a patient, customer-first mindset with the ability to stay calm under pressure and multitask efficiently.
• Exceptional Customer Service: Proven ability to connect with diverse personalities, leveraging strong communication and interpersonal skills to ensure positive customer interactions.
• Client-Focused Attitude: Thrives in a customer-facing environment by combining strong service skills with an approachable, people-first personality.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Long term disability
• Paid time off
• Vision insurance