Technical Support Representative

Veritech Consulting Group • Bridgeport, WV

208d

About The Position

At Citynet, we listen to our customers! We are looking to expand our award-winning network operations center at our corporate headquarters in Bridgeport, WV. Do you enjoy a culture of collaboration and commitment to excellence in customer service? Do you enjoy brainstorming solutions and helping clients with various technical questions? Do you smile when you answer calls in a professional and courteous manner? If so, then you just may qualify to become a member of the Citynet family as a Technical Support Technician/CSR. Apply today and get started on your path in the exciting world of communications and systems technology. Citynet is a leading provider of advanced network communications and technology solutions for consumers, businesses, enterprise organizations, and wholesale customers in West Virginia. Many of our services are delivered over the Citynet Fiber Optic Network.

Requirements

• A two-year degree in Technology, Business Management or a related field, or equivalent experience.
• Word processing and computer skills.
• Excellent communication skills.
• Knowledge of standard office equipment.
• A valid driver's license is preferred.

Responsibilities

• Answer all incoming calls regarding new signups, cancellations, troubleshooting, etc. on digital phone service.
• Make callbacks to customers according to the tickets currently assigned to the department.
• Call Past Due tickets for ISP and VOIP customers that are 45 days behind on their bill.
• Call Collections tickets for customers whose accounts have been canceled for 30+ days.
• Post checks that customers send in for their accounts and reconcile payments.
• Prepare customer invoices to be mailed out.
• Take care of assigned tickets in a timely manner.
• Monitor any NetPulse alert that is received and notify the alert contact if necessary.
• Reach out to customers to advise them of upcoming maintenance being performed by Citynet and its Vendors.
• Monitor tickets, servers, routers, and circuits throughout the course of a shift.
• Document trouble reports from customers to get a speedy resolution.
• Complete tasks related to the shipment of Digital Phone Service equipment.
• Check the Citynet Global Mailboxes and act upon emails accordingly.
• Create a Midnight Shift Report prior to the end of the shift.
• Maintain cleanliness in the Kitchen & Call Center areas.

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

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services
• Education Level: Associate degree