Technical Support Representative

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Full-time Regular Technical Bridgeport Office, Bridgeport, WV, US

3 days ago Requisition

Because our Technical Support Center supports our business and residential clients around the clock,
this position requires rotating shift work and high scheduling flexibility.

• Rotating
  
  Shifts:
  
  Candidates must be able and willing to work a changing schedule that includes days, evenings, and weekends.
• Overtime Expectations: Occasional overtime is offered in this position to ensure seamless coverage in the event of team call-offs or critical system issues.
• Full Time 40 hours per week.

If you are looking for a standard Monday-through-Friday, 9-to-5 desk job, this role is likely not a fit. If you thrive in a dynamic environment where no two shifts are the same, we want to hear from you!

• Location: This is an
  in-office position located entirely at our corporate headquarters in Bridgeport, WV
  .
• The Atmosphere: You will be working on-site in a fast-paced, highly collaborative office environment.

At Citynet, we listen to our customers! We are an award-winning, growing regional provider of telecommunications and business technology solutions, and we are looking to expand our Technical Support Center.

Do you enjoy a culture of collaboration and a commitment to excellence? Do you thrive when brainstorming solutions, troubleshooting technical issues, and helping clients? If you are a versatile professional who smiles when answering the phone and loves working in the exciting world of communications systems, you might be the perfect fit for the Citynet family.

This is a dynamic, multi-faceted role where no two days are the same. You will be a vital part of our support ecosystem, handling everything from network monitoring to customer billing needs.

• Network Monitoring: Actively monitor servers, routers, circuits, and Cases throughout your shift. Identify outages promptly and ensure all parties (including on-call engineers) are notified.
• System Alerts: Monitor and respond to downed sites or communication failures by contacting the appropriate client or team member.
• Trouble Ticketing: Ensure all customer trouble reports are documented with a high degree of accuracy. Precise logging minimizes resolution times and provides critical context for secondary troubleshooting should the issue require escalation past the initial call.

• Inbound Support: Serve as the first point of contact for incoming calls and incoming email queues regarding new signups, service cancellations, service troubleshooting, billing, and general inquiries.
• Outbound Callbacks & Replies: Follow up on assigned cases via phone or email, perform courtesy calls, handle past-due billing outreach, and vendor follow-up
• Maintenance Notifications: Proactively contact customers to advise them of upcoming scheduled maintenance by Citynet or our vendors.
• Personal
  Email Management: Monitor, organize, and maintain your individual Citynet email account to ensure timely responses and follow-ups.
• Global Email Management: Actively monitor shared team inboxes, reviewing incoming messages to delegate tasks, open new support cases, and interact directly with customers to resolve their requests.

• Billing & Collections: Reach out to customers regarding past-due accounts, returned ACH payments, credit card failures and canceled accounts with remaining balances.
• Payment Processing: Accurately post incoming checks to customer accounts, process over-the-phone payments with customers, and reconcile posted payments for accuracy.
• Invoicing: Prepare and mail customer invoices.

• Active Case Management:Monitor, prioritize, and manage your assigned case queue efficiently to ensure no customer issue falls through the cracks
• Continuous Ownership: Follow up consistently on open cases awaiting customer responses or internal escalation, ensuring cases are moving forward daily
• Clear Documentation: Maintain precise, real-time notes within our ticketing system detailing troubleshooting steps, customer correspondence, and internal updates.
• Office Environment: We operate in a dynamic, fast-paced environment where we manage multiple, active customer communication channels. While the role is fast-moving, you’ll never be on your own; we pride ourselves on a vibrant, supportive office atmosphere backed by a structured team ready to assist with ongoing learning, questions, and daily collaboration
• Shared Workspace Upkeep: Contribute to a clean, welcoming office environment by assisting with shared workspace and kitchen upkeep (wiping counters, managing the coffee station, loading/unloading the dishwasher, and light vacuuming).

We are seeking…