Lead Technical Support Specialist – Internet & Video

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

Job summary

Rightfiber is a major privately held telecommunications platform formed by the Ritter Communications and Great Plains Communications merger in 2026. The organization serves 400+ communities across 20 states, delivering high-speed internet for homes and businesses.

We seek a Lead Technical Support Representative to blend hands-on support with leadership, acting as the first escalation point and SME for residential internet, voice, and video services, while driving customer satisfaction and team

Qualifications

• Associate degree in Information Technology, Telecommunications, or related field (or equivalent).
• 3+ years in Technical Support, telecommunications, or customer service.
• Experience mentoring, training, or informal leadership preferred.
• Certifications: IT Fundamentals or equivalent (Preferred).

Responsibilities

• Serve as first level escalation for Technical Support Representatives.
• Provide real-time coaching, floor support, and guidance.
• Onboard, train, mentor, and develop employees.
• Lead operations in Supervisor's absence.
• Monitor queues, backlogs, escalations, and events.
• Conduct ticket reviews and quality evaluations.
• Ensure adherence to workflows and documentation.
• Track performance metrics and schedule adherence.
• Identify trends and recommend improvements.
• Support knowledgebase updates and training materials.
• Coordinate with cross-functional teams to resolve issues.
• Assist with outage communications and escalation.

Skills

Troubleshooting

Analytical abilities

Organizational skills

Multitasking

Communication skills

Coaching & mentoring

Performance data analysis

Independent & collaborative

Flexibility

Education

Associate degree in IT/Telecommunications or related field

Tools

Ticketing systems

Billing platforms

Support tools

Job description

Rightfiber is a major privately held telecommunications platform formed by the Ritter Communications and Great Plains Communications merger in 2026. The organization serves 400+ communities across 20 states, delivering high-speed internet for homes and businesses.

We seek a Lead Technical Support Representative to blend hands-on support with leadership, acting as the first escalation point and SME for residential internet, voice, and video services, while driving customer satisfaction and team