Technical Support Representative

Definition of 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.

Essential Functions and Responsibilities of the position:

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.

Qualifications required for the position:

A two-year degree in Technology, Business Management or a related field, or the equivalence experience is preferred. Word processing, computer skills, and excellent communication skills are essential, as well as knowledge of standard office equipment. A valid driver's license is preferred.

Work Environment:

This position resides primarily in a typical office environment where teamwork is a high priority. Some travel is necessary.

Additional Responsibilities:

This position involves rotating shift work and requires the employees to be flexible in their work schedule. Overtime is sometimes needed in the event of call-offs, or important tasks that need to be completed.

Personal Characteristics:

The TSC/CSR represents the company and therefore needs to be mindful of this, at all times, when communicating and conducting business. The representative should strive to be a "model employee" with regards to professionalism, dependability, and reflect a positive attitude and team spirit. Ideally, this representative would exhibit tactfulness, diplomacy, and discretion, good judgment, highly developed management and organization skills, initiative and the ability to work independently, are creative, versatile, pro-active and adaptive. Patience is essential in this position as well as the ability to prioritize duties, make quick and effective decisions and multitask.

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