Technical Service Representative

Allo-Communications; Mission (KS); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

401(k) match

Healthcare

Vision/Dental insurance

Earned Time Off

Tuition assistance

Discounts

Job summary

ALLO is seeking a Technical Support Representative to be the frontline of our customer experience, supporting VoIP and MSP clients. You’ll troubleshoot complex issues, document resolutions, and collaborate with Tier 2 and internal teams.

You’ll need 2+ years of customer support experience in technical or call-center environments and an Associate degree or equivalent experience. This role offers growth in a fast-paced, community-focused workplace.

Qualifications

• Associate degree or 2 years of relevant job experience.
• 2+ years of customer support experience, ideally in a technical or call-center environment.
• Experience with VoIP or MSP environments is a strong plus.

Responsibilities

• Serve as the primary point of contact for customer support via phone and email.
• Troubleshoot VoIP and MSP service issues, identifying root causes and resolving or escalating as needed.
• Work within a ticketing system to track, prioritize, and manage support requests.
• Configure services and assist with provisioning and changes to customer environments.
• Collaborate with Tier 2 support and internal teams on complex technical issues.
• Maintain clear, detailed documentation of customer interactions and technical resolutions.
• Deliver a high level of customer service while managing multiple priorities.

Skills

Customer support

Technical troubleshooting

VoIP

MSP

Communication

Education

Associate degree

Tools

Ticketing system

Job description

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.As a Technical Support Representative, you’ll be the front line of our customer experience—supporting VoIP and managed services (MSP) clients with complex, high-impact technical needs. This role combines hands-on troubleshooting with customer engagement, giving you the opportunity to solve real-world challenges while delivering exceptional service.If you enjoy digging into technical issues, navigating systems, and helping customers succeed, this is a great opportunity to grow your career in a fast-paced, support-driven environment.JOB RESPONSIBILITIES:Serve as the primary point of contact for customer support via phone and emailTroubleshoot VoIP and MSP service issues, identifying root causes and resolving or escalating as neededWork within a ticketing system to track, prioritize, and manage support requestsConfigure services and assist with provisioning and changes to customer environmentsCollaborate with Tier 2 support and internal teams on complex technical issuesMaintain clear, detailed documentation of customer interactions and technical resolutionsDeliver a high level of customer service while managing multiple prioritiesEDUCATION:Education Qualifications: Associate degree or 2 years of relevant job experienceRelevant job experience is described as: Job experience in similar industry or job experience with similar essential dutiesEXPERIENCE:2+ years of customer support experience, ideally in a technical or call-center environmentTechnical aptitude and a passion for troubleshooting and problem-solvingExperience with Tier 1 technical support, VoIP, or MSP environments is a strong plusStrong ability to communicate technical concepts clearly to both technical and non-technical audiencesDetail-oriented mindset with a focus on accuracy and continuous improvementSKILLS/KNOWLEDGE/ABILITIES:Excellent Customer Service SkillsStrong analytical skills and ability to convey that information succinctly and clearlyStrong interpersonal, teamwork, conflict resolution and negotiation skillsStrong time management, organizational, and prioritization capabilitiesExcellent oral and written communications skills internally and customer-facing with a focus on trainingWell-versed in communicating at both the technician as well as customer levelAbility to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationshipsAbility to remain approachable in a fast-paced environmentAbility to challenge the status quo with a focus on continuous improvementREQUIREMENTS:Remain upright on feet for extended periodRemain stationary for extended periodsAbility to communicate informationAbility to operate a computerPossess a valid driver's licenseTravel up to 10%Ability to pass a Fingerprint Based Background CheckPeople are our passion. At ALLO, we don’t treat you like a number. You’re a human being.Get ready to plug into the perks at ALLO:Free internet? You bet. Plus, awesome discounts on other ALLO services.Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at [e-mail] is a Drug Free and Tobacco Free Workplace.