UCG · 17 hours ago
Lead Technical Support Representative
Chapel Hill, TN
Full-time
Onsite
Mid, Senior Level
2+ years expUnited Communications has been connecting Middle Tennessee communities for over 75 years, recognized for its reliable internet services. The Lead Technical Support Specialist serves as a subject matter expert, providing guidance and training to the Technical Support team while managing complex customer issues and improving departmental procedures.
AnalyticsCommunications InfrastructurePublishing
Responsibilities
Provide advanced-level phone support by identifying, researching, isolating, and resolving service issues, or escalating to the NOC for technician dispatch
Train and develop Technical Support Specialists on systems, troubleshooting, and processes
Accurately document and maintain information within the ticketing system
Lead the Technical Support team in troubleshooting, resolving customer issues, and handling complex, escalated, or unresolved calls
Drive individual and team performance to meet call center objectives
Provide leadership in departmental and interdepartmental meetings
Act in place of a supervisor when needed
Maintain organization, attention to detail, and the ability to work independently without constant supervision
Perform effectively in a fast-paced, high-intensity, and sometimes stressful environment
Work a flexible or rotating schedule, including evenings, weekends, and on-call shifts to support after-hours escalations
Deliver excellent customer service while managing multiple clients simultaneously
Collaborate with Network Operations, Customer Service, and external technical support partners (API) to manage ticket assignments, improve efficiency, and enhance customer satisfaction
Monitor and close trouble tickets, identify recurring issues, and provide recommendations to management
Partner with department leaders to share insights on customer issues and recommend improvements
Educate customers on products and services while maintaining a high level of professionalism
Maintain working knowledge of all internal and external systems supporting network operations, including AOE, SDP, and eLation
Qualification
Required
High school diploma required
Two or more years of technical support experience
Strong PC skills, including software installation and efficient use of support systems, email, and Microsoft Office Suite
Telecommunications industry experience a plus
Valid Tennessee driver's license with a satisfactory driving record
Strong written and verbal communication skills, with the ability to communicate professionally via email, spreadsheets, and presentations and collaborate effectively across departments
Demonstrated leadership skills and the ability to influence others positively
Self-motivated, detail-oriented, and organized, with the ability to manage time and meet deadlines
Ability to clearly explain complex technical issues to individuals with varying levels of technical knowledge
Understanding process standardization and the ability to create and maintain documentation, training materials, and network records
Benefits
401k + Match
HSA
Company
UCG
UCG grew from a newsletter company to a portfolio of business-to-business publishing companies providing valuable content to subscribers, vendors and partners via multi-media channels.
501-1000 employees
Funding
Current Stage
Late StageRecent News
Philadelphia Business Journal
2024-12-11
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