Technical Support Rep I

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

Benefits offered by this job

401(k) with company contribution

Medical, dental, and vision insurance

Paid time off and holidays

Service discounts

Job summary

Join Shentel as a Technical Support Representative in Lancaster, PA, where you will assist customers with Streaming TV and Home Internet services. This role requires strong communication and problem-solving skills to effectively resolve technical issues.

Take advantage of competitive pay starting at $18 per hour, full 401(k) benefits, medical coverage, and a collaborative work environment. Become part of a team dedicated to delivering exceptional customer experiences.

Qualifications

• Minimum of 1 year of customer service or call center experience.
• Communicates clearly and confidently.
• Strong analytical and problem-solving skills.

Responsibilities

• Assist customers with Streaming TV and Home Internet service questions.
• Diagnose and resolve service-related issues professionally.
• Create detailed support tickets and coordinate resolutions.

Skills

Customer service

Communication

Problem-solving

Technical proficiency

Organizational skills

Attention to detail

Decision making

Education

High School Diploma or equivalent

Tools

Ticketing systems

Billing applications

Job description

Join Our Team as a Technical Support Representative

Be the Reason Customers Stay Connected

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!

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

• As a member of our Technical Support team, you will:
• 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

• We're looking for someone who:
• Enjoys helping customers and solving problems
• Communicates clearly and confidently
• Thrives in a fast-paced environment
• Can remain calm and professional during challenging situations
• Has 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

Ready to Connect?

If you're a customer-focused problem solver who enjoys technology and wants to build a rewarding career helping people stay connected, we'd love to meet you.

Apply today and become part of the team that keeps our customers connected to what matters most.

Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status.

If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or [e-mail]. When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly.

For technical issues with the website, please contact [e-mail].

EEO is the Law and Pay Transparency