Technical Support Representative

UnifyCX is seeking a B2B-focused Technical Support Representative to support business customers with technical issues tied to the company’s products and services. This onsite role in Eton, GA centers on troubleshooting, clear communication, and driving cases toward resolution in a way that keeps customers fully operational.

In this position, you’ll work through customer questions across multiple channels, use remote tools when needed to diagnose complex problems, and document outcomes with accuracy in the ticketing system.

Responsibilities

• Handle technical inquiries from business customers where issues may disrupt operations, impact service reliability, and lead to revenue loss.
• Provide technical assistance via phone, email, and chat to diagnose and resolve problems efficiently.
• Collect detailed information from customers and approach resolution with persistence and urgency, taking an owner’s mindset to ensure the business is operational by the end of each call.
• Lead customers through step-by-step troubleshooting to identify and fix technical issues.
• Deliver clear, concise instructions and adapt communication based on the customer’s technical proficiency.
• Use remote access tools to diagnose and resolve complex issues on customers’ systems with minimal disruption to their workflows.
• Recommend additional products and services that improve the overall customer experience, including speed tier upgrades, Optimum Mobile, Fiber, and other Optimum solutions tied to Service-to-Sales initiatives.
• Learn through provided digital and instructor-led training and peer-to-peer engagement, progressing from lower-complexity needs to higher-complexity needs while strengthening soft skills for empathy and customer satisfaction.
• Participate in all training opportunities and complete self-study to deepen technical knowledge and support better customer outcomes.
• Document customer interactions, issues, and resolutions accurately and comprehensively in the company’s ticketing system.
• Create and maintain a knowledge base for common technical problems and solutions.
• Follow the defined issue escalation process to achieve the most immediate resolution for customers.
• Educate customers on best practices, software updates, and preventive steps to avoid future technical issues and repeat calls.
• Maintain a high level of adherence to the role’s Quality Assurance specifications.

Requirements

• High School diploma or equivalent; some college preferred.
• 3 years of contact center experience (preferably telecom domain and/or technology Technical Support experience).
• At least 2 years working with business customers.
• Above-average technical aptitude with proven experience in technical support, help desk, or a related role.
• Strong interest in troubleshooting hardware, software, and networking issues.
• Excellent problem-solving and analytical skills.
• Experience positioning new products and solutions while meeting reasonable Service-to-Sales goals.
• Familiarity with remote desktop tools and related software.
• Outstanding communication skills (written and verbal), including the ability to explain technical concepts to non-technical users effectively.
• Demonstrated empathy and active listening skills.
• Strong organizational skills and attention to detail.
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to work shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture, with C1 level language proficiency.
• IT certifications such as CompTIA A+ or Microsoft Certified Professional are a plus, or experience as an IT hobbyist.

Technologies

• CompTIA A+
• Microsoft Certified Professional
• Remote access tools
• Remote desktop tools
• Software updates