Lead Technical Support Specialist

Ritter Communications; Jonesboro (AR); On-site; USD 52,000 - 78,000; Full time

Job summary

Rightfiber seeks a Lead Technical Support Representative to act as a frontline leader in our Technical Support team. The role blends hands-on technical support with leadership, serving as the first escalation point and a SME across residential internet, voice, video, and value-added services.

You will drive customer satisfaction, support team performance, and ensure operational excellence through coaching, training, and cross-functional collaboration.

Qualifications

• Associate degree in IT, telecom, or related field or equivalent experience.
• 3+ years in Technical Support or telecom or customer service.
• Mentoring/training or informal leadership experience preferred.
• Experience troubleshooting voice, video, and internet services.
• IT Fundamentals or equivalent certification preferred.

Responsibilities

• Serve as first escalation for Technical Support Representatives.
• Provide real-time coaching, floor support, and guidance.
• Onboard, train, mentor, and develop employees.
• Act as operational lead in supervisor absence.
• Monitor queues, backlogs, escalations, and events.
• Conduct ticket reviews, audits, and quality evaluations.
• Ensure adherence to workflows and documentation standards.
• Assist leadership in tracking performance metrics and schedules.
• Identify trends and suggest process improvements.
• Support knowledge base updates, workflows, and training materials.
• Collaborate with cross-functional teams to improve service delivery.
• Assist with outage communications and escalation coordination.
• Participate in projects, testing, and readiness efforts.
• Troubleshoot and resolve complex customer issues.
• Maintain expertise across internet, voice, and video services.

Skills

Ticketing systems

Billing platforms

Support tools

Troubleshooting

Analytical abilities

Organizational skills

Communication

Coaching/mentoring

Team leadership

Flexibility

Education

Associate degree in IT/Telecommunications

Tools

Operating systems

Mobile devices

Consumer technology

Job description

Rightfiber seeks a Lead Technical Support Representative to act as a frontline leader in our Technical Support team. The role blends hands-on technical support with leadership, serving as the first escalation point and a SME across residential internet, voice, video, and value-added services.

You will drive customer satisfaction, support team performance, and ensure operational excellence through coaching, training, and cross-functional collaboration.