Technical Support Rep I

Shentel; State College (Centre County); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

401(k) with up to 8% company match

Medical, dental, vision, and life ins.

Paid time off (up to 3 weeks) and 9+-?

Job summary

Shentel is seeking a Technical Support Representative in the United States to assist customers with Streaming TV and Home Internet questions and troubleshoot issues. You will diagnose problems, coordinate resolutions, and maintain high service standards as part of a dynamic team responsible for connectivity across our subscriber base.

The role emphasizes customer-focused problem solving, proficiency with multiple software systems, and the ability to work evenings and weekends.

Qualifications

• High School Diploma or equivalent is required.
• Minimum 1 year of customer service or call center experience.
• Strong verbal and written communication and interpersonal skills.
• Comfort with multiple software systems and applications.
• Ability to work 2pm–11pm shifts, including evenings and weekends.

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 applications, and ticketing tools to manage requests.
• Create detailed support tickets and coordinate resolutions when needed.
• Deliver outstanding customer experiences and meet performance metrics.
• Collaborate with supervisors and quality teams to improve customer satisfaction.

Skills

Verbal and written communication

Customer service excellence

Computer proficiency

Analytical and problem-solving

Decision making & troubleshooting

Reading & writing comprehension

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

• 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

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.