Technical Support Rep I

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

Technical Support Rep I (Finance)

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

• 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?

• 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

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