Lead Technicial Support Rep

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 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.