United Communications · 16 hours ago
Technical Support Representative
Chapel Hill, Tennessee, United States
Full-time
Onsite
Entry Level
1+ years expUnited Communications has been connecting Middle Tennessee communities for over 75 years, evolving into a reliable internet provider. The Technical Support Representative is responsible for handling trouble tickets, ensuring they are resolved or escalated appropriately, and collaborating across departments to improve customer satisfaction.
ElectronicsInternetTelecommunications
Responsibilities
Provide first-level phone support by recognizing, researching, isolating, and resolving service-related issues or escalating them to the NOC for technician dispatch
Assist non-technical end-users in resolving issues
Diagnose browser and networking issues
Record and maintain accurate information within the ticketing system
Interface directly with customers to resolve issues and ensure a superior customer experience
Work effectively in a high-intensity, fast-paced environment and manage time efficiently while handling multiple clients simultaneously
Collaborate with network operations, customer service, and external technical support (API) to improve the trouble ticket assignment process and customer satisfaction
Monitor and close trouble tickets, identify chronic issues, and recommend improvements to management
Partner with the network and field operations teams on installations and repairs of United products and services
Provide timely insights into customer issues to department heads and offer recommendations for improvements
Deliver high-level customer service and educate customers on product and service usage
Maintain working knowledge of all systems supporting network operations, including AOE, SDP, and eLations
Qualification
Required
Strong technical aptitude for resolving 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 as part of a team
Proficient in PC software installation and the use of support systems, email, and Microsoft Office Suite
Strong communication skills, both written and verbal, with the ability to professionally interact via email, spreadsheets, and presentations
Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines
Ability to effectively articulate complex situations to colleagues with varying degrees of network knowledge
Proficient in process standardization and documentation, including the creation and maintenance of written procedures, training materials, and network records
Skilled in using various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets
Preferred
Bachelor's Degree in Computer Science, Engineering, Information Systems, or a related discipline, or equivalent education and/or experience preferred
One to two years of previous technical support preferred
Benefits
401k + Match
HSA
Employee-Focused Benefit Offerings
Company
United Communications
United Communications provides fast Internet speed up to ONE GIGABIT delivered over our state of the art fiber network.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$7.98MKey Investors
Tennessee Department of Economic & Community Development
2024-05-21Grant· $7.98M
2011-08-23Acquired
Leadership Team
William Bradford
Chief Executive Officer
Kristin Jackson, CPA
Chief Financial Officer
Recent News
2025-01-25
2024-11-01
Company data provided by crunchbase