Technical Support Representative

Job Description

Job Description

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 reviews trouble tickets submitted by third-party technical support teams or directly by United Communications customers. This role ensures issues are resolved promptly or escalated to the appropriate department for further support, including Installation & Repair (I&R), Network Engineering, Construction, the Operations Center, and Customer Service. Additionally, the position assists in developing departmental procedures and collaborates cross-functionally to identify and resolve recurring issues.

POSITION SCHEDULE AND ONSITE REQUIREMENTS

This is a direct-hire, full-time, on-site position located at our Chapel Hill office location. The schedule for this position will be Sunday-Thursday 11 AM-7:30 PM. 

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

• Provide Tier I technical support and troubleshoot customer service issues by phone.
• Resolve technical problems or escalate complex issues to the NOC or appropriate teams.
• Assist customers with connectivity, browser, and networking support.
• Document customer interactions and troubleshooting steps in the ticketing system.
• Communicate solutions clearly while delivering excellent customer service.
• Manage multiple trouble tickets in a fast-paced environment.
• Collaborate with internal departments and third-party support teams to improve issue resolution.
• Monitor and close trouble tickets while identifying recurring problems and trends.
• Support installation, activation, and repair of company products and services.
• Recommend process improvements based on recurring customer issues.
• Educate customers on products and services.
  

• Maintain working knowledge of systems that support network operations, including AOE, SDP, and eLations. 
  

WHAT YOU BRING

Required Qualifications

• Bachelor’s degree in Computer Science, Engineering, Information Systems, or a related discipline preferred, or an equivalent combination of education and experience. 

• One to two years of previous technical support experience preferred. 

• Strong technical aptitude with the ability to troubleshoot and resolve customer issues. 

• Ability to work effectively in a high-intensity, dynamic, and rapidly changing technology environment. 

• Excellent customer service skills with the ability to manage time effectively while handling multiple clients simultaneously. 

• Ability to work both independently and collaboratively as part of a team. 

• Proficient in PC software installation and the use of support systems, email, and Microsoft Office applications. 

• Valid Tennessee driver’s license with a satisfactory driving record. 

• Strong written and verbal communication skills, including the ability to communicate professionally through email, spreadsheets, and presentations. 

• Self-motivated, detail-oriented, and organized, with the ability to work efficiently and meet deadlines. 

• Ability to clearly articulate complex situations to colleagues with varying levels of network knowledge. 

• Experience with process standardization and documentation, including creating and maintaining written procedures, training materials, and network records. 

• Skilled in the use of various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets. 

• Demonstrates a high level of integrity and strong professional values. 

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.