Technical Support Rep I

Glo Fiber; Chillicothe, Northern (OH, KY); Hybrid; USD 25,000 - 30,000; Full time

Benefits offered by this job

Shift differential

401(k) matching

Health, dental, vision, life insurance

PTO and holidays

Employee discounts

Job summary

Shentel is seeking a Technical Support Representative in the United States to assist customers with Streaming TV and Home Internet questions and troubleshooting. You will diagnose issues, use CRM and ticketing tools, and create detailed tickets for resolution.

Role requires strong communication and problem-solving skills, readiness to work evenings/weekends (2pm–11pm), and a commitment to service excellence with comprehensive benefits including 401(k) and insurance.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 1 year of customer service or call center experience.
• Strong verbal and written communication skills.
• Proficient with multiple applications and software.

Responsibilities

• Assist customers with Streaming TV and Home Internet service questions and troubleshooting.
• Diagnose and resolve service-related issues with professionalism and empathy.
• Use phone systems, billing applications, and ticketing tools to manage requests.
• Create detailed support tickets and coordinate resolutions.
• Deliver outstanding customer experiences through every interaction.
• Meet and exceed performance goals, quality standards, and service metrics.
• Collaborate with supervisors and quality teams to improve satisfaction.
• Follow company policies, procedures, and internal controls.
• Represent the Shentel brand with professionalism and service excellence.
• Maintain schedule adherence and reliability as part of a high-performing team.

Skills

Customer service

Communication

Problem solving

Tech-savvy

Multi-tasking

Education

High School Diploma

Tools

CRM software

Ticketing systems

Job description

Join Our Team as a Technical Support Representative

Do you enjoy solving problems, helping people, and working with technology? Are you energized by fast-paced environments where every interaction makes a difference? If so, we want to hear from you!

Be the Reason Customers Stay Connected

At Shentel, we're committed to delivering exceptional service and reliable connectivity to our customers. As a Technical Support Representative, you'll be on the front lines of the customer experience, helping subscribers troubleshoot Streaming TV and Home Internet services, resolve technical issues, and stay connected to what matters most.

This is more than a call center role—it's an opportunity to become a trusted expert, build technical skills, and make a meaningful impact every day,

What You'll Do

• Assist customers with Streaming TV and Home Internet service questions and technical troubleshooting
• Diagnose and resolve service-related issues with professionalism and empathy
• Utilize phone systems, 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

What Makes You a Great Fit

• Enjoys helping customers and solving problems
• Communicates clearly and confidently
• Thrives in a fast-paced environment
• Can remain calm and professional during challenging situationsHas strong attention to detail and organizational skills
• Is comfortable learning and navigating multiple software systems
• Takes ownership and follows through to resolution
• Is self-motivated and eager to grow
• Ability to work evening and weekend shifts – 2pm – 11pm

Required Qualifications

Education:

• High School Diploma or equivalent required

Experience:

• Minimum of 1 year of customer service or call center experience

Skills:

• Strong verbal and written communication skills
• Excellent interpersonal and customer service abilities
• Computer proficiency and comfort with multiple applications
• Strong analytical and problem-solving skills
• Ability to make informed decisions and troubleshoot effectively
• Ability to read, write, and interpret information accurately

Why Join Shentel?

At Shentel, we're passionate about connecting communities and empowering our employees. When you join our team, you'll have the opportunity to:

• Develop valuable technical and customer service skills
• Work with supportive leaders and teammates
• Build a career within a growing telecommunications organization
• Make a direct impact on customer satisfaction every day
• Be part of a company culture focused on accountability, teamwork, and service excellence
• Pay starting at $18 per hour plus shift differential
• World class 401(k) – up to 8% company contribution
• Medical, dental, vision, and life insurance with company subsidies
• Up to 3 weeks of PTO and up to 9 paid holidays
• Service Discounts available for candidates who reside within Shentel or Glo Fiber service areas