Technical Support Representative

Job Description

This position requires in-person work at our Bridgeport, WV, office.

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. Do you enjoy a culture of collaboration and commitment to excellence in customer service? Do you enjoy brainstorming solutions and helping clients with various technical questions? Do you smile when you answer calls in a professional and courteous manner?

If so, then you may qualify to become a member of the Citynet family as a Technical Support Technician/CSR. Apply today and get started on your path in the exciting world of communications and systems technology.

Citynet is a leading provider of advanced network communications and technology solutions for consumers, businesses, enterprise organizations, and wholesale customers in West Virginia. Many of our services are delivered over the Citynet Fiber Optic Network.

Incoming calls – The Technical Support Center Representative is responsible for answering all incoming calls regarding new signups, cancellations, troubleshooting, etc. on digital phone service, helping customers, & other business solutions.

Callbacks – The Technical Support Center Representative is responsible for making callbacks to customers according to the tickets currently assigned to the department. These callbacks can range from a Courtesy Call to a customer to ensure that their service is working correctly, to following up with a customer after an outage.

Past‑Due/ACH Return calls – The Technical Support Center Representative is responsible for calling Past‑Due tickets for ISP and VOIP customers that are 45 days behind on their bill or customers that have an ACH payment that has come back as invalid. The Technical Support Center Representative must call these tickets until contact is made, a payment has been received, or the account is suspended for failure to pay the bill.

Collections call – The Technical Support Center Representative is responsible for calling collections tickets. This involves contacting customers in which their account has been canceled for 30+ days, and the balance has not been paid.

Check Processing – The Technical Support Center Representative is responsible for posting checks that customers send in for their accounts. The Technical Support Center Representative must ensure that the payment is posted to the right accounts, and then once all payments are posted, they must reconcile the payments posted with a report found in iTraxx.

Invoicing – The Technical Support Center Representative is responsible for preparing customer invoices to be mailed out. This process involves inserting a return envelope inside of the main mailing envelope and then placing the customer’s invoice inside. Afterward, sealing and stamping the envelope to be mailed out.

Assigned Tickets – Throughout the course of the day, a Technical Support Center Representative will be assigned tickets by Technical Support Center Supervisor. The Technical Support Center Representative is responsible for taking care of the ticket(s) in a timely manner.

Monitor Net Pulse Alerts – The Technical Support Center Representative is responsible for monitoring any Net Pulse alert that is received. If an alert is flagged as down or site not communicating, a notice of the device status must be called/emailed to the alert contact, unless otherwise noted in a special note on the customer’s account.

Maintenance Notifications – The Technical Support Center Representative is responsible for reaching out to customers in order to advise them of upcoming maintenance being performed by Citynet, and its vendors.

Network Monitoring – The Technical Support Center Representative is responsible for monitoring tickets, servers, routers, and circuits throughout the course of a shift. Occasionally calls will need to be made to assist customers who have concerns that need to be addressed. The representative is responsible for knowing who is on call and making sure all parties are aware of outages in a timely manner.

Transport/Voice…