Technical Support Associate – Streaming & Internet

Shentel in; Lancaster (Lancaster County); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

401(k) match

Health insurance

PTO 3 weeks

Paid holidays

Employee discounts

Job summary

Shentel is seeking a Technical Support Representative to assist customers with Streaming TV and Home Internet questions, troubleshoot issues, and ensure reliable connectivity. This role sits at the front lines of the customer experience, requiring empathy, clear communication, and technical curiosity.

In this position you will diagnose service problems, use billing and ticketing tools, and coordinate with teams to resolve issues.

Qualifications

• High School Diploma or equivalent required
• Minimum 1 year of customer service or call center experience
• Strong verbal and written communication skills
• Excellent interpersonal and customer service abilities
• Computer proficiency with multiple applications
• Strong analytical and problem-solving skills
• Ability to read, write, and interpret information accurately

Responsibilities

• Assist customers with Streaming TV and Home Internet service questions and troubleshooting
• Diagnose and resolve service-related issues with professionalism and empathy
• Utilize billing applications and ticketing tools to manage customer requests
• Create detailed support tickets and coordinate resolutions when additional assistance is needed
• Deliver outstanding customer experiences through every interaction
• Meet and exceed performance goals, quality standards, and service metrics
• Collaborate with supervisors and quality teams to continuously improve customer satisfaction
• Support and follow company policies, procedures, and internal controls
• Represent the Shentel brand by demonstrating our values, professionalism, and commitment to service excellence
• Maintain schedule adherence and reliability as part of a high-performing team

Skills

Customer service

Communication skills

Technical troubleshooting

Software literacy

Problem solving

Education

High School Diploma or equivalent

Tools

Billing applications

Ticketing tools

Phone systems

Job description

Shentel is seeking a Technical Support Representative to assist customers with Streaming TV and Home Internet questions, troubleshoot issues, and ensure reliable connectivity. This role sits at the front lines of the customer experience, requiring empathy, clear communication, and technical curiosity.

In this position you will diagnose service problems, use billing and ticketing tools, and coordinate with teams to resolve issues.