Lead Technical Support Representative Position Available In Marshall, Tennessee

Lead Technical Support Representative United Communications Chapel Hill, TN 37034 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 4.7 Google Star Rating Competitive Compensation and Benefits Family-Oriented Culture, PTO, and Paid Holidays 401k + Match, HSA, and more!

WHAT WE’RE OFFERING

The Lead Technical Support Specialist serves as the subject matter expert for the Technical Support team, providing guidance, coaching, and training. This position helps lead the Technical Support organization by leveraging product and service knowledge to deliver exceptional customer service. It also provides support to the team by offering technical assistance on complex and escalated issues. Additionally, the role assists in developing new departmental procedures, identifying recurring issues, and collaborating with other departments to implement effective solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Duties include the following, but other duties may be assigned as required. Provide advanced-level phone support, including problem recognition, research, isolation, resolution of service-related issues, or escalation to the NOC for technician dispatch. Train and develop Technical Support Specialists in systems, troubleshooting, and processes. Record and maintain accurate information within the ticketing system. Lead the Technical Support team in problem resolution and troubleshooting customer issues; assist with complex technical issues and escalated or unresolved calls. Guide the Technical Support team in achieving individual and team call center performance objectives. Provide leadership during departmental and interdepartmental meetings. Act in place of a supervisor when one is not available. Be organized, detail-oriented, and capable of working independently without constant instruction. Work effectively in a high-intensity, fast-paced, and stressful environment. Be available to work a flexible or rotating schedule, including weekends and evenings. Take on-call shifts to support agents, partners, and customer escalations after hours. Work both independently and collaboratively as part of a team. Deliver excellent customer service and manage time effectively while supporting multiple clients simultaneously. Remain composed and professional in a fast-paced customer service environment. Collaborate with Network Operations, Customer Service, and third-party support (API) to manage the trouble ticket assignment process and improve efficiency and customer satisfaction by utilizing existing systems and proposing new ideas. Monitor and close all trouble tickets; identify chronic issues and make recommendations to management. Partner with department heads to provide timely insight into current customer issues and recommend 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 required to support network operations, including but not limited to AOE, SDP, and eLation.

WHAT YOU BRING

High school diploma or GED. Two or more years of previous technical support experience preferred. PC skills

• ability to install PC software and efficiently use company support systems, email, and Microsoft Office Suite.

Experience in the telecommunications industry is a plus. Valid Tennessee driver’s license and satisfactory driving record. Ability to read, write, and communicate professionally on a daily basis through email, spreadsheets, and formal presentations as needed. Must be able to effectively communicate across departments and maintain strong working relationships. Demonstrated leadership skills on a consistent basis. Self-motivated, detail-oriented, and organized, with the ability to work efficiently and meet deadlines. Proficient in internet-related applications such as email clients and web browsers. Willingness and ability to work in a dynamic, rapidly changing technology environment. Excellent oral and written communication skills, including the ability to clearly explain complex situations to colleagues with varying levels of technical knowledge. Understanding of process standardization and the ability to create and maintain written documentation, training materials, and network records. Ability to operate a variety of service and office equipment, including personal computers, phone systems, software applications, hand tools, power tools, and test sets. High level of integrity and adherence to professional values.

WHO WE ARE

United launched high-quality telephone service for our rural Middle Tennessee communities in 1947 and has evolved to be 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 a 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 it 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.