Lead Technicial Support Rep Ritter Communications United States, Arkansas, Jonesboro 2400 Ritter Drive (Show on map) Sep 18, 2026

Description Rightfiber is one of the nation's largest privately held telecommunications platforms, formed through the merger of Ritter Communications and Great Plains Communications in 2026. The combined organization operates across a 20-state footprint serving over 400 communities with reliable high-speed residential and business internet technology. With over 100 years of experience, Rightfiber is committed to doing right by its employees, customers and the communities it serves by delivering best-in-class solutions for homes, businesses and beyond. We are seeking a Lead Technical Support Representative to serve as a frontline leader within our Technical Support team. This role blends hands on technical support with leadership, acting as the first point of escalation and a subject matter expert across residential internet, voice, video, and value-added services. You will play a critical role in driving customer satisfaction, supporting team performance, and ensuring operational excellence. What You'll Do Serve as the first level of escalation for Technical Support Representatives

Provide real-time coaching, floor support, and guidance

Assist with onboarding, training, mentoring, and employee development

Act as the operational lead in the absence of a Supervisor

Monitor queues, ticket backlogs, escalations, and service-impacting events

Conduct ticket reviews, documentation audits, and quality evaluations

Ensure adherence to workflows, troubleshooting standards, and documentation requirements

Assist leadership in tracking performance metrics and schedule adherence

Identify trends and recommend process improvements

Support knowledgebase updates, workflows, and training materials

Partner with cross-functional teams to resolve issues and improve service delivery

Assist with outage communications and escalation coordination

Participate in projects, testing initiatives, and operational readiness efforts

Troubleshoot and resolve complex customer issues

Maintain expertise across internet, voice, and video services

Balance leadership responsibilities with direct customer interactions to meet service levels What You'll Bring Experience with ticketing systems, billing platforms, and support tools

Familiarity with operating systems, mobile devices, and consumer technology

Strong troubleshooting and analytical abilities

Strong organizational and multitasking skills in a fast-paced environment

Sound judgment and attention to detail

Customer- Excellent written and verbal communication skills

Ability to coach, mentor, and develop others

Ability to analyze performance data and identify trends

Able to work both independently and collaboratively

Flexible to support business needs (including nights, weekends, and holidays)

Qualifications Education:

Associate degree in Information Technology, Telecommunications, or related field (or equivalent experience)

Experience:

3+ years in Technical Support, telecommunications, or customer service

Prior experience in mentoring, training, or informal leadership preferred

Demonstrated experience troubleshooting voice, video, and internet services preferred Certifications (Preferred):

IT Fundamentals or equivalent technical certification

Other Requirements:

Valid driver's license with satisfactory driving record

Ability to travel as needed Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws.

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