Technical Support Rep I

Technical Support RepresentativeShenandoah Telecommunications Company ("Shentel") specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities.Be the reason customers stay connectedDo you enjoy solving problems, helping people, and working with technology? Are you energized by fast-paced environments where every interaction makes a difference? If so, we want to hear from you!At Shentel, we're committed to delivering exceptional service and reliable connectivity to our customers. As a Technical Support Representative, you'll be on the front lines of the customer experience, helping subscribers troubleshoot Streaming TV and Home Internet services, resolve technical issues, and stay connected to what matters most.This is more than a call center role—it's an opportunity to become a trusted expert, build technical skills, and make a meaningful impact every day.What You'll DoAssist customers with Streaming TV and Home Internet service questions and technical troubleshootingDiagnose and resolve service-related issues with professionalism and empathyUtilize phone systems, billing applications, and ticketing tools to manage customer requestsCreate detailed support tickets and coordinate resolutions when additional assistance is neededDeliver outstanding customer experiences through every interactionMeet and exceed performance goals, quality standards, and service metricsCollaborate with supervisors and quality teams to continuously improve customer satisfactionSupport and follow company policies, procedures, and internal controlsRepresent the Shentel brand by demonstrating our values, professionalism, and commitment to service excellenceMaintain schedule adherence and reliability as part of a high-performing teamWhat Makes You a Great FitEnjoys helping customers and solving problemsCommunicates clearly and confidentlyThrives in a fast-paced environmentCan remain calm and professional during challenging situationsHas strong attention to detail and organizational skillsIs comfortable learning and navigating multiple software systemsTakes ownership and follows through to resolutionIs self-motivated and eager to growAbility to work evening and weekend shifts – 2pm – 11pmRequired QualificationsEducation: High School Diploma or equivalent requiredExperience: Minimum of 1 year of customer service or call center experienceSkills: Strong verbal and written communication skills, excellent interpersonal and customer service abilities, computer proficiency and comfort with multiple applications, strong analytical and problem-solving skills, ability to make informed decisions and troubleshoot effectively, ability to read, write, and interpret information accuratelyWhy Join Shentel?At Shentel, we're passionate about connecting communities and empowering our employees. When you join our team, you'll have the opportunity to:Develop valuable technical and customer service skillsWork with supportive leaders and teammatesBuild a career within a growing telecommunications organizationMake a direct impact on customer satisfaction every dayBe part of a company culture focused on accountability, teamwork, and service excellencePay starting at $18 per hour plus shift differentialWorld class 401(k) – up to 8% company contributionMedical, dental, vision, and life insurance with company subsidiesUp to 3 weeks of PTO and up to 9 paid holidaysService Discounts available for candidates who reside within Shentel or Glo Fiber service areasReady to Connect?If you're a customer-focused problem solver who enjoys technology and wants to build a rewarding career helping people stay connected, we'd love to meet you.Apply today and become part of the team that keeps our customers connected to what matters most.Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.