Technical Support Rep I

Shentel; Weston (WV); On-site; USD 37,000 - 46,000; Full time

Benefits offered by this job

Pay starting at $18/hr

Shift differential

401(k) up to 8%

Insurance: medical, dental, vision, &;

3 weeks PTO

Paid holidays

Employee discounts

Job summary

Shentel is seeking a Technical Support Representative to assist customers with Streaming TV and Home Internet, troubleshoot issues, and ensure reliable connectivity.

You will handle tickets, use billing and ticketing tools, and deliver outstanding service while meeting performance goals. This is a fast-paced role with opportunities to grow within a community-focused telecom provider.

Qualifications

• High School Diploma or equivalent is required.
• Minimum of 1 year of customer service or call center experience.
• Excellent communication and computer skills required.

Responsibilities

• Assist customers with Streaming TV and Home Internet questions and troubleshooting.
• Diagnose and resolve service issues with professionalism and empathy.
• Use 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.

Skills

Verbal & written comms

Interpersonal skills

Computer proficiency

Analytical thinking

Problem solving

Reading & writing

Education

High School Diploma or equivalent

Job description

Shenandoah Telecommunications Company (“Shentel”) specializes in providing High-Speed Internet and other telecommunications services to customers in the Mid-Atlantic United States. We focus on rural communities, which are often overlooked by larger companies. The Shentel family of brands includes: Shentel: Provides traditional cable Internet services for small towns and rural communities. Glo Fiber: Delivers fiber-optic Internet for customers in larger cities, as a competitor to incumbent providers. Shentel Business and Glo Fiber Business: Offers small, medium and large-scale telecommunication services for businesses and enterprises in our areas. We live and work in the same places as the customers we serve, and we are proud to support our local communities. For more information, please visit www.shentel.com.

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

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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