Technical Support Representative

Join to apply for the Technical Support Representative role at Citynet
. This position is based in our Bridgeport, WV office and requires in‑person work.

At Citynet, we listen to our customers! We are looking to expand our award‑winning network operations center at our corporate headquarters in Bridgeport, WV. If you enjoy a culture of collaboration and commitment to excellence in customer service, help clients with technical questions, and provide professional customer support, then you may qualify as a Technical Support Technician/CSR.

• Incoming calls – answer all incoming calls regarding new signups, cancellations, troubleshooting, and other services.
• Callbacks – make callbacks to customers according to assigned tickets. This can range from courtesy calls to follow‑ups after outages.
• Past‑Due/ACH Return calls – contact past‑due tickets for ISP and VOIP customers that are 45 days behind or have invalid ACH payments, until contact is made or payment is received.
• Collections calls – contact customers whose accounts have been canceled for 30+ days with outstanding balances.
• Check processing – post customer checks and reconcile payments with iTraxx reports.
• Invoicing – prepare and mail customer invoices, including insertion of return envelopes and sealing.
• Assigned tickets – manage tickets assigned by supervisors in a timely manner.
• Monitor Net Pulse alerts – monitor alerts and notify contacts unless otherwise noted.
• Maintenance notifications – inform customers of upcoming maintenance performed by Citynet or vendors.
• Network monitoring – monitor tickets, servers, routers, and circuits; coordinate on‑call status and outages.
• Transport/Voice ticketing – document trouble reports and, when needed, contact LECs to open tickets or obtain status updates.
• Digital Phone shipping – handle shipment of Digital Phone Service equipment, including return labels.
• Global Mailboxes – review and action emails in Citynet Global Mailboxes.
• Midnight Shift Report – create a report before shift end that includes active tickets, circuit status, call volume, and scheduled maintenance.
• Kitchen duties – maintain cleanliness in the Kitchen & Call Center areas.

• Two‑year degree in Technology, Business Management, or related field, or equivalent experience (preferred).

• Word processing, computer, and communication skills are essential.

• Knowledge of standard office equipment.

• Valid driver’s license preferred.

This role resides in a typical office environment where teamwork is a high priority. Some travel is necessary.

This position involves rotating shift work, flexibility in schedule, and occasional overtime due to call‑offs or critical tasks.

The TSC/CSR represents the company and must conduct themselves professionally, with dependability, positivity, tactfulness, discretion, good judgment, management skills, initiative, and the ability to work independently. Patience, prioritization, quick decision making, and multitasking are essential.

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Long‑term disability
• Paid time off
• Vision insurance

Entry level

Full‑time

Information Technology

Telecommunications

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