Technical Support Representative

Technical Support Center Representative role with Citynet LLC in Bridgeport, WV, onsite, focusing on inbound calls, ticketing, monitoring, and customer communications to support digital phone services and related solutions.

Responsibilities

• Answer inbound calls related to new signups, cancellations, and troubleshooting for digital phone service and other business solutions.
• Place callbacks on assigned tickets to verify service status or follow up after outages.
• Contact past due accounts for ISP and VOIP customers 45 days behind on payments or for ACH payment issues, continuing until resolution or suspension if necessary.
• Perform collections outreach on accounts with canceled status for 30+ days with outstanding balances.
• Handle collections tickets to pursue unresolved balances after cancellation periods.
• Post customer checks to the correct accounts and reconcile postings with iTraxx reports after processing.
• Prepare and mail customer invoices, including return envelopes and proper sealing and stamping.
• Directly manage tickets assigned by Technical Support Center Supervisors in a timely manner.
• Monitor NetPulse alerts and notify the designated contact by phone or email if a device is down or not communicating, unless noted otherwise.
• Inform customers of upcoming maintenance performed by Citynet and its vendors.
• Monitor tickets, servers, routers, and circuits during shifts and assist customers as needed, communicating outages to on‑call personnel.
• Document trouble reports for expedient resolutions and, when necessary, contact a local exchange carrier to open, update, or escalate issues.
• Coordinate shipping related tasks for Digital Phone Service equipment, including emailing return labels and managing related tickets.
• Review Citynet Global Mailboxes and act on messages as appropriate.
• Prepare a Midnight Shift Report before the end of a midnight shift (8:00 am) detailing active transport tickets, critical service status, Nagios and Solar Winds indicators, and upcoming maintenance.
• Maintain cleanliness of the kitchen and call center areas, including routine housekeeping tasks.

Requirements

• An associate degree in technology, business management, or a related field, or equivalent experience, is preferred.
• Strong word processing and computer skills, solid communication abilities, and familiarity with standard office equipment.
• A valid driver’s license is preferred.

Technologies

• NetPulse
• iTraxx
• Solar Winds
• Nagios
• ColdFusion

Benefits

• 401(k) with matching
• Dental insurance
• Disability insurance
• Health insurance
• Health savings account
• Life insurance
• Long term disability
• Paid time off
• Vision insurance