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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Representative - **Company:** United Communications - **Location:** Chapel Hill, TN, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Software Applications, Spreadsheets, Information Systems, Computer Networks, PC Tools, Issue Tracking Systems, Microsoft Office, Computer Network Operations, Information Technology, Network Support - **Published:** July 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b01a6e8bc8c2f800 ## About the Role * Bachelor's degree in Computer Science, Engineering, Information Systems, or a related discipline preferred, or an equivalent combination of education and experience. * One to two years of previous technical support experience preferred. * Strong technical aptitude with the ability to troubleshoot and resolve customer issues. * Ability to work effectively in a high-intensity, dynamic, and rapidly changing technology environment. * Excellent customer service skills with the ability to manage time effectively while handling multiple clients simultaneously. * Ability to work both independently and collaboratively as part of a team. * Proficient in PC software installation and the use of support systems, email, and Microsoft Office applications. * Valid Tennessee driver's license with a satisfactory driving record. * Strong written and verbal communication skills, including the ability to communicate professionally through email, spreadsheets, and presentations. * Self-motivated, detail-oriented, and organized, with the ability to work efficiently and meet deadlines. * Ability to clearly articulate complex situations to colleagues with varying levels of network knowledge. * Experience with process standardization and documentation, including creating and maintaining written procedures, training materials, and network records. * Skilled in the use of various service and office equipment, including personal computers, phone systems, software applications, hand tools, electric tools, and test sets. * Demonstrates a high level of integrity and strong professional values. ## Description The Technical Support Representative reviews trouble tickets submitted by third-party technical support teams or directly by United Communications customers. This role ensures issues are resolved promptly or escalated to the appropriate department for further support, including Installation & Repair (I&R), Network Engineering, Construction, the Operations Center, and Customer Service. Additionally, the position assists in developing departmental procedures and collaborates cross-functionally to identify and resolve recurring issues., This is a direct-hire, full-time, on-site position located at our Chapel Hill office location. The schedule for this position will be Sunday-Thursday 11 AM-7:30 PM., Duties include the following, but other duties may be assigned as required. * Provide Tier I technical support and troubleshoot customer service issues by phone. * Resolve technical problems or escalate complex issues to the NOC or appropriate teams. * Assist customers with connectivity, browser, and networking support. * Document customer interactions and troubleshooting steps in the ticketing system. * Communicate solutions clearly while delivering excellent customer service. * Manage multiple trouble tickets in a fast-paced environment. * Collaborate with internal departments and third-party support teams to improve issue resolution. * Monitor and close trouble tickets while identifying recurring problems and trends. * Support installation, activation, and repair of company products and services. * Recommend process improvements based on recurring customer issues. * Educate customers on products and services. * Maintain working knowledge of systems that support network operations, including AOE, SDP, and eLations. ## Related Videos - [Culture Starts With You: Rethinking Leadership in 2025](https://www.wearedevelopers.com/videos/1715-culture-starts-with-you-rethinking-leadership-in-2025) - [Launching a marketplace on-time: A lesson in taking shortcuts using spreadsheets!](https://www.wearedevelopers.com/videos/477-launching-a-marketplace-on-time-a-lesson-in-taking-shortcuts-using-spreadsheets) - [Wolfenstein 3D Postmortem](https://www.wearedevelopers.com/videos/525-wolfenstein-3d-postmortem) - [You’re a great coder? 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