Lead Technicial Support Rep

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

Jonesboro, AR
2400 Ritter Drive
Jonesboro, AR 72401, USA

Description

Rightfiber is one of the nation’s largest privately held telecommunications platforms, formed through the merger of Ritter Communications and Great Plains Communications in 2026. The combined organization operates across a 20-state footprint serving over 400 communities with reliable high-speed residential and business internet technology. With over 100 years of experience, Rightfiber is committed to doing right by its employees, customers and the communities it serves by delivering best-in-class solutions for homes, businesses and beyond.

We are seeking a Lead Technical Support Representative to serve as a frontline leader within our Technical Support team. This role blends hands on technical support with leadership, acting as the first point of escalation and a subject matter expert across residential internet, voice, video, and value-added services.

You will play a critical role in driving customer satisfaction, supporting team performance, and ensuring operational excellence.

What You’ll Do

• Serve as the first level of escalation for Technical Support Representatives
• Provide real-time coaching, floor support, and guidance
• Assist with onboarding, training, mentoring, and employee development
• Act as the operational lead in the absence of a Supervisor
• Monitor queues, ticket backlogs, escalations, and service-impacting events
• Conduct ticket reviews, documentation audits, and quality evaluations
• Ensure adherence to workflows, troubleshooting standards, and documentation requirements
• Assist leadership in tracking performance metrics and schedule adherence
• Identify trends and recommend process improvements
• Support knowledgebase updates, workflows, and training materials
• Partner with cross-functional teams to resolve issues and improve service delivery
• Assist with outage communications and escalation coordination
• Participate in projects, testing initiatives, and operational readiness efforts
• Troubleshoot and resolve complex customer issues
• Maintain expertise across internet, voice, and video services
• Balance leadership responsibilities with direct customer interactions to meet service levels

What You’ll Bring

• Experience with ticketing systems, billing platforms, and support tools
• Familiarity with operating systems, mobile devices, and consumer technology
• Strong troubleshooting and analytical abilities
• Strong organizational and multitasking skills in a fast-paced environment
• Sound judgment and attention to detail
• Customer- Excellent written and verbal communication skills
• Ability to coach, mentor, and develop others
• Ability to analyze performance data and identify trends
• Able to work both independently and collaboratively
• Flexible to support business needs (including nights, weekends, and holidays)

Qualifications

• Education:
  Associate degree in Information Technology, Telecommunications, or related field (or equivalent experience)
• Experience:
• 3+ years in Technical Support, telecommunications, or customer service
• Prior experience in mentoring, training, or informal leadership preferred
• Demonstrated experience troubleshooting voice, video, and internet services preferred
• Certifications (Preferred):
  IT Fundamentals or equivalent technical certification
• Other Requirements:
• Valid driver’s license with satisfactory driving record
• Ability to travel as needed

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.