Technical Support Representative

Overview

Citynet is seeking a Technical Support Center Representative/CSR to support our network operations center at the Bridgeport, WV headquarters. The role involves assisting customers with digital phone service, troubleshooting, and other business solutions, in a collaborative and customer-service oriented environment.

• Incoming calls – Answer inquiries related to new signups, cancellations, troubleshooting, and other customer needs for digital phone service and related solutions.
• Callbacks – Make callbacks to customers based on assigned tickets, including courtesy follow-ups to ensure service correctness and post-outage communication.
• Past Due/ACH Returns – Contact ISP/VOIP customers with 45+ day past-due payments or ACH payment issues until contact is made, payment received, or account is suspended per policy.
• Collections – Contact customers for accounts cancelled for 30+ days with outstanding balances.
• Check Processing – Post customer payments to correct accounts and reconcile postings with reports (e.g., in iTraxx).
• Invoicing – Prepare and mail customer invoices, including return envelopes and proper enclosure.
• Assigned Tickets – Address tickets assigned by supervisors in a timely manner.
• Monitor Net Pulse Alerts – Notify relevant contacts of device status if an alert indicates down or non-communicating status.
• Maintenance Notifications – Notify customers of upcoming maintenance by Citynet or vendors.
• Network Monitoring – Monitor tickets, servers, routers, and circuits during the shift; know on-call contacts and communicate outages promptly.
• Transport/Voice Ticketing – Document customer trouble reports accurately and coordinate with LECs for ticket opening, status updates, or escalation.
• Digital Phone Shipping – Handle shipping tasks for Digital Phone Service equipment, provide return labels, ensure devices are in stock and processed timely.
• Global Mailboxes – Check and act on Citynet Global Mailboxes emails as needed.
• Midnight Shift Report – Prepare a comprehensive report at the end of the midnight shift, including active transport tickets, down circuits, critical services, call and power status, on-call contacts, and upcoming maintenance.
• Kitchen Duties – Maintain cleanliness in the kitchen and call center areas.

• Two-year degree in Technology, Business Management or related field, or equivalent experience preferred.
• Word processing, computer skills, and excellent communication abilities; knowledge of standard office equipment.
• Valid driver’s license preferred.

The position resides primarily in a typical office environment with teamwork as a high priority. Some travel is necessary.

This position involves rotating shifts and flexible scheduling; overtime may be required for call-offs or urgent tasks.

Represent the company professionally, demonstrating dependability, teamwork, tact, diplomacy, discretion, judgment, organization, initiative, and the ability to multitask. Patience and the ability to prioritize duties and make quick, effective decisions 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