Technical Support Representative

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!  
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We’ve had the home team advantage for over 75 years, and we’re proud to serve the communities where we live, work, and play.

JOIN THE HOME TEAM

• 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!

WHAT WE’RE OFFERING
The Technical Support Representative is responsible for reviewing each trouble ticket, whether submitted by third-party tech support or directly by United customers. The Technical Support Representative will ensure tickets are resolved immediately or escalated to the appropriate department for additional support. These departments may include, but are not limited to, I&R, Network Engineering, Construction, Operations, and Customer Service. Additionally, this position will assist in developing new departmental procedures and collaborate across all departments to identify recurring issues. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include the following, but other duties may be assigned as required.

• 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.

WHAT YOU BRING

• 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.
• 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.
• Valid TN driver’s license and satisfactory driving record.
• 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.
• High level of integrity and professional values.

WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved into an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers personalized user experience with local customer service, ranking as one of the industry’s best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

• Safety – we assure the safety of everything we do.
• Service – we are responsive, informed, and easy to do business with.
• United – we communicate and collaborate.
• Integrity – we keep our promises and do the right thing even when no one is watching.
• Driven – we serve to win customers.