Technical Service Representative

ALLO Communications LLC; Mission (KS); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Free internet

401(k) match up to 5%

Health, vision, and dental coverage

Earned Time Off (ETO)

Job summary

ALLO is seeking a Technical Support Representative to serve as the front line of our customer experience, supporting VoIP and MSP clients with high-impact technical needs. You will troubleshoot issues, engage with customers, and manage tickets to deliver timely resolutions.

You will work in a fast-paced, support-driven environment where strong communication and problem-solving are valued. Join a team that values people, collaboration, and continuous improvement at ALLO.

Qualifications

• 2+ years of customer support experience, ideally in a technical or call-center environment.
• Technical aptitude and a passion for troubleshooting and problem-solving.
• 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 service

Analytical skills

Communication

Teamwork

Time management

Troubleshooting

Education

Associate degree / 2 years related experience

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 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

Education

• Associate degree or 2 years of relevant job experience
• Relevant job experience is described as: Job experience in similar industry or job experience with similar essential duties

EXPERIENCE

• 2+ years of customer support experience, ideally in a technical or call-center environment
• Technical aptitude and a passion for troubleshooting and problem-solving
• Experience with Tier 1 technical support, VoIP, or MSP environments is a strong plus
• Strong ability to communicate technical concepts clearly to both technical and non-technical audiences
• Detail-oriented mindset with a focus on accuracy and continuous improvement

SKILLS/KNOWLEDGE/ABILITIES

• Excellent Customer Service Skills
• Strong analytical skills and ability to convey that information succinctly and clearly
• Strong interpersonal, teamwork, conflict resolution and negotiation skills
• Strong time management, organizational, and prioritization capabilities
• Excellent oral and written communications skills internally and customer-facing with a focus on training
• Well-versed in communicating at both the technician as well as customer level
• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
• Ability to remain approachable in a fast-paced environment
• Ability to challenge the status quo with a focus on continuous improvement

REQUIREMENTS

• Remain upright on feet for extended period
• Remain stationary for extended periods
• Ability to communicate information
• Ability to operate a computer
• Possess a valid driver's license
• Travel up to 10%
• Ability to pass a Fingerprint Based Background Check

People 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].

ALLO is a Drug Free and Tobacco Free Workplace.

Welcome to ALLO Careers! Since 2003, ALLO has provided customers with the most modern network possible while employing a team of engineers, operators, and technical experts who constantly work with customers to develop creative ways to utilize ALLO's fiber network. ALLO's growth and success are thanks in large part to our reputation for winning customer service, technical capabilities, experienced, knowledgeable personnel, and superior products. ALLO Communications is a telecommunications company offering fiber, telephone, long distance broadband, internet and television to residents and businesses. We also proudly offer innovative technology solutions for businesses of all size.