Technical Support Representative

Twin Lakes; Livingston (TN); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Matching 401k

Paid Time Off

Medical, Dental, and Vision Insurance

Disability Insurance

Job summary

Twin Lakes is seeking a Technical Support Representative to be the first line of support for customers in a dynamic call center environment. You will troubleshoot, resolve technical issues, and handle service tickets, inbound emails, and phone calls, collaborating with customers and technicians for day-to-day account support.

Successful candidates will be adaptive problem solvers with strong communication skills and the ability to multitask in a fast-paced, team-oriented culture.

Qualifications

• High School diploma or equivalent required; IT certifications preferred.
• Strong knowledge of personal computer use and basic IT concepts.
• Proficient with Windows, macOS, Office and mobile devices, networking components, remote access software, and antivirus software.
• Ability to work day, evening, weekend, or holiday shifts as scheduled.
• On-call availability as needed.
• Strong oral and written communication; team player.

Responsibilities

• Provide technical assistance to answer questions or resolve problems using various communication methods.
• Assist with installation and testing of customer premise equipment using various communication methods.
• Utilize team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues.
• Monitor Network Management Systems to proactively identify and resolve network issues.
• Performs all record keeping functions as directed.

Skills

Problem solving

Communication skills

Team player

Adaptability

Education

High School diploma

Tools

Windows

Office

macOS

Remote access software

Antivirus software

Job description

At Twin Lakes, we are committed to delivering best-in-class customer service and technical support—and we're looking for passionate problem solvers who take pride in being the best at what they do. As a Technical Support Representative, you will be the first line of support for our valued customers, working in a dynamic call center environment to troubleshoot and resolve technical issues. In this role, you will handle service tickets, inbound emails, and phone calls, collaborating with both customers and technicians to provide seamless day-to-day account support, problem resolution, and technical guidance.

Successful candidates are adaptive problem solvers with a strong technical foundation, excellent communication skills, and the ability to multitask in a fast-paced team setting. You must demonstrate strong oral and written communication, organizational skills, and sound decision-making while delivering an outstanding customer experience. A commitment to excellence, integrity, and results-driven performance is essential, along with the ability to thrive in a fast pace and team-oriented culture.

Functions of the Position*:

• Provide technical assistance to answer questions or resolve problems using various communication methods
• Assist with installation and testing of customer premise equipment using various communication methods
• Utilizes team collaboration, diagnostic tools, service aids, and product schematics in assessing and resolving customer issues
• Monitors Network Management Systems to proactively identify and resolve network issues
• Performs all record keeping functions as directed
• Functions and abilities listed are not all inclusive of the job description

Qualifications and Requirements:

• Must possess a High School diploma or equivalent. Candidates possessing IT certifications and technical support experience are preferred
• Possess comprehensive knowledge of personal computer uses and basic IT concepts
• Proficient in using and supporting common IT related systems, including various versions of Microsoft Windows, Office, macOS, mobile devices, networking components, remote access software, and antivirus software
• Must be able to work on day, evening, weekend, or holiday shifts as scheduled
• Must be able to work be on call, as necessary
• Must be an adaptive problem solver with well-balanced technical experience
• Must possess strong oral/written communication
• Must be a team player within the organization

Benefits

• Matching 401k
• Paid Time Off
• Medical, Dental, and Vision Insurance
• Disability Insurance