Technical Support Rep I

Shentel; Richmond (VA); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

401(k) up to 8%

Medical insurance

Dental insurance

Vision insurance

Life insurance

PTO 3 weeks

9 paid holidays

Employee discounts

Job summary

Shentel is hiring a Technical Support Representative to help customers with Streaming TV and Home Internet issues, troubleshoot technology, and ensure connectivity. You’ll work as part of a team dedicated to quick, accurate resolutions and customer satisfaction.

The role emphasizes clear communication, problem solving, and a patient, professional approach while supporting multiple software systems. Evening and weekend availability is required.

Qualifications

• 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.

Responsibilities

• Assist customers with Streaming TV and Home Internet questions and troubleshooting.
• Diagnose and resolve service-related issues with professionalism and empathy.
• Use phone systems, billing apps, and ticketing tools to manage requests.
• Create detailed support tickets and coordinate resolutions when 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 improve satisfaction.
• Follow company policies 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

Verbal & written

Customer service

Multi-app proficiency

Analytical problem solving

Troubleshooting

Reading/writing

Education

High School Diploma or equivalent

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 abilitiesComputer 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

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.

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.

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