Technical Service Representative

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities. We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

As a Technical Support Representative, you’ll be the front line of our customer experience—supporting VoIP and managed services (MSP) clients with complex, high-impact technical needs. This role combines hands-on troubleshooting with customer engagement, giving you the opportunity to solve real-world challenges while delivering exceptional service. If you enjoy digging into technical issues, navigating systems, and helping customers succeed, this is a great opportunity to grow your career in a fast-paced, support-driven environment.

• Serve as the primary point of contact for customer support via phone and email
• Troubleshoot VoIP and MSP service issues, identifying root causes and resolving or escalating as needed
• Work within a ticketing system to track, prioritize, and manage support requests
• Configure services and assist with provisioning and changes to customer environments
• Collaborate with Tier 2 support and internal teams on complex technical issues
• Maintain clear, detailed documentation of customer interactions and technical resolutions
• Deliver a high level of customer service while managing multiple priorities

• Associate degree or 2 years of relevant job experience
• Relevant job experience is described as:
  Job experience in similar industry or job experience with similar essential duties

• 2+ years of customer support experience, ideally in a technical or call-center environment
• Technical aptitude and a passion for troubleshooting and problem-solving
• Experience with Tier 1 technical support, VoIP, or MSP environments is a strong plus
• Strong ability to communicate technical concepts clearly to both technical and non-technical audiences
• Detail-oriented mindset with a focus on accuracy and continuous improvement

• Excellent Customer Service Skills
• Strong analytical skills and ability to convey that information succinctly and clearly
• Strong interpersonal, teamwork, conflict resolution and negotiation skills
• Strong time management, organizational, and prioritization capabilities
• Excellent oral and written communications skills internally and customer-facing with a focus on training
• Well-versed in communicating at both the technician as well as customer level
• Ability to positively influence and collaborate with stakeholders in other organizations to accomplish objectives while maintaining relationships
• Ability to remain approachable in a fast-paced environment
• Ability to challenge the status quo with a focus on continuous improvement

• Remain upright on feet for extended period
• Remain stationary for extended periods
• Ability to communicate information
• Ability to operate a computer
• Possess a valid driver's license
• Travel up to 10%
• Ability to pass a Fingerprint Based Background Check

People are our passion. At ALLO, we don’t treat you like a number. You’re a human being. Get ready to plug into the perks at ALLO:

• Free internet? You bet. Plus, awesome discounts on other ALLO services.
• Retirement Plan:
  The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
• Health and Wellness:
  Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.
• Benefits:
  Our benefits include medical,…