Technical Support Rep I

Shentel is looking for a Technical Support Representative to support customers in Virginia Beach, VA through onsite service. In this role, you will help troubleshoot issues related to Streaming TV and Home Internet, working to diagnose problems, resolve inquiries, and maintain service performance and quality metrics.

What you’ll do

• Help customers with Streaming TV and Home Internet service questions, including 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 required
• Deliver a strong customer experience in every interaction
• Meet and exceed performance goals, quality standards, and service metrics
• Collaborate with supervisors and quality teams to support continuous improvement in customer satisfaction
• Follow company policies, procedures, and internal controls
• Represent the Shentel brand through professional conduct and a commitment to service excellence
• Maintain schedule adherence and reliability as part of a high-performing team

What you bring

• High School Diploma or equivalent
• 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 working in multiple applications
• Strong analytical and problem-solving skills for troubleshooting and informed decision-making
• Ability to read, write, and interpret information accurately
• Enjoys helping customers and solving problems
• Clear, confident communication, with the ability to remain calm and professional in challenging situations
• Strong attention to detail and organizational skills
• Comfort learning and navigating multiple software systems
• Takes ownership of requests and follows through to resolution
• Self-motivated, eager to grow
• Ability to work evening and weekend shifts (2pm to 11pm)

Tools and systems you’ll use

• Phone systems
• Billing applications
• Ticketing tools

Compensation and benefits

• Pay starting at $18 per hour plus shift differential
• World class 401(k) with 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 for candidates who reside within Shentel or Glo Fiber service areas