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Citynet · 1 day ago

Technical Support Representative

Bridgeport, WV

Full-time

Onsite

New Grad, Entry Level

Citynet is a leading provider of advanced network communications and technology solutions for consumers and businesses in West Virginia. The Technical Support Representative is responsible for handling incoming calls, assisting customers with technical questions, and managing various support tasks to ensure excellent customer service.

Cyber SecurityInformation TechnologyIT ManagementMarketingTelecommunicationsUnified CommunicationsVoIPWireless

Responsibilities

Incoming calls– The Technical Support Center Representative is responsible for answering all incoming calls in regards to new signups, cancellations, troubleshooting, etc. on digital phone service, helping customers, & other business solutions

Callbacks– A Technical Support Center Representative is responsible for making callbacks to customers according to the tickets currently assigned to the department. These callbacks can range from a Courtesy Call to a customer to ensure that their service is working correctly, to following up with a customer after an outage

Past Due/ACH Return calls– A Technical Support Center Representative is responsible for calling Past Due tickets for ISP and VOIP customers that are 45 days behind on their bill or customers that have an ACH payment that has come back as invalid. The Technical Support Center Representative must call these tickets until contact is made, a payment has been received, or the account is suspended for failure to pay the bill

Collections call– A Technical Support Center Representative is responsible for calling Collections tickets. This involves contacting customers in which their account has been canceled for 30+ days, and the balance has not been paid

Check Processing– A Technical Support Center Representative is responsible for posting checks that customers send in for their accounts. The Technical Support Center Representative must ensure that the payment is posted to the right accounts, and then once all payments are posted, they must reconcile the payments posted with a report found in iTraxx

Invoicing– A Technical Support Center Representative is responsible for preparing customer invoices to be mailed out. This process involves inserting a return envelope inside of the main mailing envelope and then placing the customer’s invoice inside. Afterward, sealing and stamping the envelope to be mailed out

Assigned Tickets– Throughout the course of the day, a Technical Support Center Representative will be assigned tickets by Technical Support Center Representative Supervisors. The Technical Support Center Representative is responsible for taking care of the ticket(s) in a timely manner

Monitor NetPulse Alerts– The Technical Support Center Representative is responsible for monitoring any NetPulse alert that is received. If an alert is flagged as down or site not communicating, a notice of the device status must be called/emailed to the alert contact, unless otherwise noted in a special note on the customer’s account

Maintenance Notifications– The Technical Support Center Representative is responsible for reaching out to customers in order to advise them of upcoming maintenance's being performed by Citynet, and its Vendors

Network Monitoring– The Technical Support Center Representative is responsible for monitoring tickets, servers, routers, and circuits throughout the course of a shift. Occasionally calls will need to be made to assist customers who have concerns that need to be addressed. The representative is responsible for knowing who is on call and making sure all parties are aware of outages in a timely manner

Transport/Voice Ticketing– The Technical Support Center Representative is responsible for properly documenting trouble reports from customers in order to get a speedy resolution. Occasionally, the Technical Support Center Representative will be asked to contact a LEC to open a trouble ticket, obtain a status update or escalate a current issue

Digital Phone Shipping– The Technical Support Center Representative is responsible for completing tasks that pertain to the shipment of our Digital Phone Service equipment. This includes emailing return labels for customers needing to send back our equipment. Related tickets are created automatically by the system or are assigned by the Technical Support Center Supervisors, Management, or other Support Center staff. The Technical Support Center Representative will work closely with fellow employees to ensure devices are in stock, are in good working order, and are processed in a timely manner

Global Mailboxes– The Technical Support Center Representative is responsible for checking the Citynet Global Mailboxes. They will review the e-mails and act upon them accordingly to be worked on if needed

Midnight Shift Report– The Technical Support Center Representative is responsible for creating a Midnight Shift Report prior to the end of their Midnight Shift at 8:00 am. This report is to include any and all active transport tickets, circuits showing down in Solar Winds, critical services in Nagios and ColdFusion. The report will also include status updates on the Call Volume, Phone Status, Power Status, On-Call Engineer Contacts throughout the shift, and upcoming Scheduled Maintenance

Kitchen Duties– The Technical Support Center Representative is responsible for maintaining cleanliness in the Kitchen & Call Center areas. This includes vacuuming the Call Center, wiping down the tables/countertop/appliances, cleaning the coffee pot area, and maintaining the dishwasher