Technical Support Representative

Citynet LLC offers an on-site Technical Support Representative role in Bridgeport, WV, with a rotating schedule and a vibrant, supportive office environment designed for daily collaboration and ongoing learning. This full-time position focuses on on-site network monitoring, customer support, and administrative tasks to keep services operating smoothly.

Benefits

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

Responsibilities

• Network Monitoring: Actively monitor servers, routers, circuits, and Cases during your shift, identify outages promptly, and notify on-call engineers and other stakeholders.
• System Alerts: Respond to downed sites or communication failures by contacting the appropriate client or team member.
• Trouble Ticketing: Document customer trouble reports with high accuracy to minimize resolution times and provide context for escalation if needed.
• Inbound Support: Serve as the first point of contact for calls and emails regarding signups, cancellations, troubleshooting, billing, and general inquiries.
• Outbound Callbacks & Replies: Follow up on assigned cases by phone or email, perform courtesy calls, address past-due billing outreach, and vendor follow-up.
• Maintenance Notifications: Proactively inform customers about upcoming scheduled maintenance by Citynet or vendors.
• Personal Email Management: Manage and organize your individual Citynet email to ensure timely responses and follow-ups.
• Global Email Management: Monitor shared team inboxes, delegate tasks, open new support cases, and engage directly with customers to resolve 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: Post incoming checks to customer accounts, process over-the-phone payments, and reconcile postings for accuracy.
• Invoicing: Prepare and mail customer invoices.
• Active Case Management: Monitor, prioritize, and manage your assigned case queue to ensure no issue falls through the cracks.
• Continuous Ownership: Follow up on open cases awaiting customer responses or internal escalation to keep progress daily.
• Clear Documentation: Maintain precise, real-time notes in the ticketing system detailing troubleshooting steps and customer interactions.
• Office Environment: Contribute to a dynamic, fast-paced office culture with multiple active communication channels, supported by a structured team for ongoing learning and collaboration.
• Shared Workspace Upkeep: Help maintain a clean, welcoming office by assisting with shared workspace and kitchen duties, including cleaning tasks and light housekeeping.

Requirements

• Technical & Professional Skills: Strong computer proficiency, experience with word processing, and familiarity with standard office equipment; outstanding organizational and multitasking abilities.
• Communication Excellence: Excellent written and verbal communication with tact, diplomacy, patience, and sound judgment in customer interactions.
• Work Ethic: Independent, versatile worker with a positive attitude, proactive energy, and a collaborative mindset.

Schedule & Work Environment

Location: On-site at Citynet’s corporate headquarters in Bridgeport, WV. The environment is fast-paced and highly collaborative.

• Rotating Shifts: Willingness to work a changing schedule that includes days, evenings, and weekends.
• Overtime: Occasional overtime to ensure seamless coverage for team call-offs or critical system issues.
• Full Time: 40 hours per week