Part Time Technical Service Representative 1

Armstrong Group; Kentucky; On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Equal Opportunity Employer

Job summary

Armstrong Group, a family-owned company, is seeking a customer service representative in Kentucky. The role requires independent work and teamwork, patience, courtesy, and effective communication.

You will resolve inquiries by phone, troubleshoot internet and telephone issues, enter work orders, process payments, and meet KPI targets. Training will be provided, and flexible afternoon/evening shifts may be required.

Qualifications

• High school diploma or GED required; certifications or degrees preferred.
• Advanced computer skills and ability to navigate multiple windows.
• Strong typing, verbal and written communication essential for success.

Responsibilities

• Resolve customer inquiries by telephone.
• Troubleshoot internet and telephone issues for customers.
• Support email platforms including webmail, mobile devices, and software clients.
• Accurately enter work orders and update customer accounts and contact information.
• Troubleshoot wired and wireless networks including streaming devices.
• Meet or exceed CSR KPI targets (ATT, ACW, AHT, FCR).
• Meet or exceed call quality program targets.
• Utilize training materials and tools to resolve issues quickly.
• Accept and process customer payments.

Skills

Communication skills

Typing speed

Advanced computer skills

OS familiarity

Ticketing systems

Teamwork

Education

High school diploma or GED

Tools

Ticketing system

Job description

The successful candidate must have the ability to work independently and as part of a team, demonstrating the ability to work with patience and courtesy, even during challenging customer interactions. Must have the ability to communicate effectively; both verbally and in writing, thinking quickly and logically to ensure expedient responses to customer inquiries. Must complete applicable training and display strong organizational and time management skills. The ability to multi-task efficiently and effectively, as well as adhering to our established escalation policy, are of paramount importance.

Our Next Scheduled Training Start is: Monday, September 21, 2026

Responsibilities

• Resolve customer inquiries over the telephone
• Proficient handling of internet and telephone troubleshooting inquiries
• Support email platforms including webmail, mobile devices, and software clients
• Accurately enter work orders and tickets as appropriate, including updating of customer accounts, including customer contact information
• Ability to troubleshoot wired and wireless networks including Plume and Armstrong streaming devices
• Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCR
• Meet or exceed A360 call quality program targets
• Use provided training materials and job tools to quickly and accurately resolve customer issues.
• Additional duties or responsibilities may be assigned as necessary
• Accept and process customer payments

Qualifications

• High school diploma or general education degree (GED) is required; Certifications or degrees preferred
• Advanced computer skills are required; proficiency navigating between multiple windows is necessary
• Strong typing, verbal and written skills are necessary for success
• Familiarity with desktop and mobile operating systems as well as security software packages
• Ideal candidates should have at least 6 months of experience in a customer service, retail or helpdesk environment
• Strong communication skills; friendly attitude, active listener, articulate, self-assured and professional
• Motivated and dependable person with strong work ethic and a high degree of integrity
• Ability to quickly and effectively adapt to changes in the work environment
• Coachable person who is eager to learn new skills and take on new responsibilities
• Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts

Who We Are The Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions. Armstrong is an Equal Opportunity Employer.