Technical Support Rep I

Shentel is looking for a Technical Support Representative to join an onsite team in Chillicothe, OH. In this role, you will help subscribers troubleshoot Streaming TV and Home Internet services, address technical questions, and manage customer requests using the tools your team relies on. The position focuses on professionalism, empathy, and consistent performance against service and quality metrics.

What you’ll do

• Assist customers with Streaming TV and Home Internet service questions and technical troubleshooting
• Diagnose and resolve service-related issues with professionalism and empathy
• Use phone systems, billing applications, and ticketing tools to manage customer requests
• Create detailed support tickets and coordinate resolutions when additional assistance is needed
• Deliver outstanding customer experiences in every interaction
• Meet and exceed performance goals, quality standards, and service metrics
• Collaborate with supervisors and quality teams to continuously improve customer satisfaction
• Support and follow company policies, procedures, and internal controls
• Represent the Shentel brand by demonstrating values, professionalism, and service excellence
• Maintain schedule adherence and reliability as part of a high-performing team

Key responsibilities

• Provide technical support and customer assistance for service issues
• Communicate clearly while documenting outcomes and next steps
• Coordinate escalation and follow through to resolution using internal systems

Requirements

• High School Diploma or equivalent required
• Minimum 1 year of customer service or call center experience
• Strong verbal and written communication skills
• Excellent interpersonal and customer service abilities
• Computer proficiency and comfort using multiple applications
• Strong analytical and problem-solving skills
• Ability to make informed decisions and troubleshoot effectively
• Ability to read, write, and interpret information accurately
• Enjoys helping customers and solving problems
• Can remain calm and professional during challenging situations
• Strong attention to detail and organizational skills
• Comfort learning and navigating multiple software systems
• Takes ownership and follows through to resolution
• Self-motivated and eager to grow
• Ability to work evening and weekend shifts (2pm to 11pm)

Tools you’ll use

• Phone systems
• Billing applications
• Ticketing tools

Compensation and benefits

• $18 per hour starting pay, plus shift differential
• 401(k) with world class match up to 8% company contribution
• Medical, dental, vision, and life insurance with company subsidies
• Up to 3 weeks of PTO and up to 9 paid holidays
• Service discounts available for candidates who reside within Shentel or Glo Fiber service areas