WORKING AT UNITED

We offer:

• Family oriented culture
• Competitive wages
• Affordable medical, dental, and vision insurance
• 401K match
• Paid holidays, accrued vacation, and sick days
• Opportunities for career growth through company-paid training and development
• and much more!

United has been a part of Middle Tennessee for over 75 years. We re a local company that believes in the power of community - community among our employees, our owners, and our customers. This belief drives us to do the very best we can for our employees and our customers.

Come join this fast-growing company with a strong tradition of service and a focus on innovation.

ABOUT UNITED COMMUNICATIONS:

Headquartered in Chapel Hill, TN, United is a leading provider of advanced communications services in Middle Tennessee, providing residents and businesses with high-speed Internet, digital TV, and phone service. United operates a state-of-the-art fiber optic network and was one of the first companies in Tennessee to introduce a Fiber-to-the-Home product to residential customers. United prides itself on providing friendly local customer service and technical support to its customers living in Williamson and Marshall Counties and the surrounding areas (College Grove, Chapel Hill, Unionville, Fosterville, Estill Springs, Belfast, Flat Creek, Nolensville and portions of Brentwood).

SUMMARY:

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. 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 troubles.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Duties include the following. Other duties may be assigned as required.

• Provide first-level phone support, performing problem recognition, research, isolation, resolving service-related issues, or escalating issues to the NOC for technician dispatching.
• Assist inexperienced or nontechnical end users in resolving issues.
• Diagnoses browser and networking issues.
• Records and/or maintains accurate information within the ticketing system.
• Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided.
• Must be organized, detail-oriented and able to work without constant instruction
• Possess a technical aptitude for performing technical 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 while working with multiple clients at the same time
• 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 by utilizing existing systems and offering up new ideas.
• Monitor and close all trouble tickets, identify areas of chronic problems and make recommendations to management.
• Work with the 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.

JOB QUALIFICATION AND REQUIREMENTS:

Education, Experience, Skills, and Licenses/Certificates:

• High School Diploma.
• One to two years of previous technical support is 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.

Knowledge and Personal Qualifications:

• 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 E-Mail clients 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.

UNITED COMMUNICATION'S MISSION:

We enrich our communities and the lives of our neighbors through reliable connections and passionate service.

UNITED COMMUNICATION'S VALUES:

• 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.