Technical Support Representative jobs in Nashville, TN

IT’S NOT GOING OUT OF OUR WAY; IT IS OUR WAY!
At United Communications, we seek excellence in everything we do. We make it our mission to think ahead, make it easy, and make it personal. Every time. We’ve had the home team advantage for over 75 years, and we’re proud to serve the communities where we live, work, and play.

JOIN THE HOME TEAM

• Award-Winning Culture: 2023 & 2024 Best Places to Work
• Trusted Local Employer for over 75 Years: 4.7 Google Star Rating
• Commitment to Employee Well-Being & Satisfaction: Employee-Focused Benefit Offerings
• Top 100 Fiber-To-The-Home Leader
• 401k Match, HSA, and more!

WHAT WE’RE OFFERING
The Tier I Technical Support Representative will review each trouble ticket either from third party tech support, or United Customers directly. The Tier I Tech Support Representative will ensure they are resolved immediately or escalated to the appropriate department for additional support. Those departments include but are not limited to: I&R, Network Engineering, Construction, Operations Center and Customer Service. Additionally, this position will assist in developing new department procedures. This position will also be required to work across all departments to help identify recurring trouble.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Duties include the following, but other duties may be assigned as required.

• Provide first-level phone support, performing problem recognition, research, isolation, and resolving service related issues or escalating issues to the NOC for technician dispatching.
• Assist inexperienced or non-technical end-users in resolving issues.
• Diagnoses browser and networking issues.
• Records and/or maintains accurate information within the ticketing system.
• Interface directly with customers to ensure their issues are resolved and a superior customer experience is provided.
• Must be organized, detail oriented and able to work without constant instruction.
• Possess technical aptitude for performing tasks to resolve customer issues.
• Ability to work in a high intensity, stressful environment.
• Ability to work a flexible or rotating schedule, including weekends and evenings.
• Ability to work both independently and as part of a team.
• Must have excellent customer service skills and manage time well working with multiple clients simultaneously.
• Must be able to work in an on-demand, fast paced customer service environment without becoming frustrated, frazzled or angry.
• Work directly with network operations, customer service, and our outside technical support group (API) to manage the trouble ticket assignment process to improve efficiency and customer satisfaction utilizing existing systems and offering up new ideas.
• Monitor and close all trouble tickets, identify areas of chronic problems, make recommendations to management.
• Work with Network team and field operations team on installations and repair of new and existing United products and services.
• Work with all department heads to provide timely insight into current customer issues and provide recommendations around improvements.
• Provide a high level of customer service and educate customers on the use of products and services.
• Maintain working knowledge of all internal and external systems necessary to support network operations. These include but are not limited to AOE, SDP, and eLations.

WHAT YOU BRING

• Bachelor’s Degree in Computer Science, Engineering, Information Systems, or related discipline or the equivalent education and /or experience preferred.
• One to two years of previous technical support preferred.
• PC Skills – Ability to install PC software and efficiently use company support systems, email, and Microsoft Office Suite.
• Valid TN driver’s license and satisfactory driving record.
• Ability to read, write and communicate professionally daily through email, spreadsheets, and other more formal presentations as needed. Must be able to effectively communicate between departments and maintain good relationships with all interacting departments.
• Self-motivated, detail-oriented and organized with the ability to work efficiently to meet deadlines.
• Proficient in Internet related applications such as email and Web Browsers.
• Ability and interest to work in a dynamic and rapidly changing technology environment.
• Must possess excellent communication skills (oral and written), including the ability to effectively articulate complex situations to colleagues with varying degrees of network knowledge
• Must have an understanding of process standardization procedures and the ability to create and maintain written documentation, training materials and network records.
• Ability to operate various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets.
• High level of integrity and professional values.

WHO WE ARE
United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved into an innovative internet service provider for consumers and businesses. Boasting the fastest internet speeds in the region as recognized by Broadband Now, United also delivers personalized user experience with local customer service, ranking as one of the industry’s best in customer satisfaction. United offers the latest technology in fiber optic, fixed wireless, and DSL internet, and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United has partnered with Middle Tennessee Electric Membership Corporation to extend broadband to more residents and businesses in under-connected areas.

UNITED COMMUNICATION'S CORE VALUES:
We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

• Safety – we assure the safety of everything we do.
• Service – we are responsive, informed, and easy to do business with.
• United – we communicate and collaborate.
• Integrity – we keep our promises and do the right thing even when no one is watching.
• Driven – we serve to win customers.