Bridgeport, WV

Support Jobs in Bridgeport, WV

2 jobs found

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9d ago

Technical Support Representative

Citynet LLC Bridgeport, WV

Bridgeport, WV

9d ago

$15 - $15/hr Full time Contact Center Customer Service Customer Support

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Job Description

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

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1mo ago

Technical Support Representative

Citynet LLC Bridgeport, WV

Bridgeport, WV

1mo ago Closed

$15+/hr Full time Coldfusion Contact Center Customer Service

This position is no longer accepting applications (closed Jun 25, 2026).

Job Description

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

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Support Jobs in Bridgeport, WV

Technical Support Representative

Technical Support Representative

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