Technical Support Rep

Ritter Communications is the largest privately held telecommunications provider serving exclusively the Mid-South, offering world-class broadband fiber, telecom, video, cloud and data center services. The company has grown rapidly over the years, investing millions recently in technology infrastructure and is now serving 155 communities and more than 57,000 customers in Arkansas, Texas, Missouri and Tennessee. Headquartered in Jonesboro, Arkansas, Ritter Communications invests heavily in the communities it serves by deploying proven, best-in-class infrastructure and technology, while coupling it with a world-class customer-focused experience.

We are currently looking for a residential Technical Support Representative (TSR) to join our team!

Ideal Candidates:

• Are inquisitive and have an aptitude for effective problem-solving
• Enjoy solving problems and helping to build rapport with customers
• Demonstrate advocacy for internal and external customers
• Enjoy working in a team-oriented, professional office environment with awesome like-minded people
• Some of our very best TSRs are seeking to gain experience in the Information Technology and Networking industry and, in time, have moved into other positions within our company!
• Must be able to work Tuesday - Saturday 4pm - 1am

What You'll Do

Our TSRs serve as the primary point of contact for residential internet, TV, and telephone customers with service-related issues.

TSRs main responsibilities include:

• Ensuring every customer receives outstanding service by providing a friendly environment, a willingness to listen to customer needs, and adapting their communication style to the needs of the customer
• Thinking logically and following standardized procedures to solve technical issues
• Proficiently documenting troubleshooting steps during conversations with customers
• Logging all calls handled
• Checking and responding to support emails and chats
• Maintaining confidentiality and security of all customer information
• Making outbound calls for the purpose of follow-up and support
• Maintaining schedule flexibility, including weekends and holidays

What You'll Bring to The Table

• Enthusiasm for an entry-level position in a fast-growing company with many opportunities for personal growth and advancement opportunities
• Excellent customer service mindset and skills, with prior experience working with customers
• The ability to learn quickly and apply coaching feedback
• Basic knowledge and personal use of internet technologies with mobile devices and desktop computers/notebooks
• Ability to communicate with customers, co-workers, and various business contacts in a professional and courteous manner
• Associates degree in Computer Technology or a related field is preferred but not required

What You'll Love About Working With Us

Meaningful Benefits

As a member of the Ritter Communications team, you will have access to competitive compensation and an outstanding benefits package, which includes health, dental, vision, cancer, accident and life insurance, as well as short-term and long-term disability coverage. On top of our already strong 401(k) match program, you will receive additional company funded 401(k) contributions to help you reach retirement goals even faster.

Time Off

We invest in the wellness of team members through paid time off, company-funded health savings accounts, and free gym memberships.

Performance-based compensation

Technical Support Representatives are eligible to receive monthly incentives based on performance, above our normal hourly salary.

We also offer promotion opportunities to TSR 2 and TSR 3 levels for even more earning potential.

Upon achievement of optional CompTIA ITF+, A+, and Network+ certifications, employees are eligible for additional hourly compensation.

Room to Grow

We understand that career development is important to you. It is important to us, too. In the ever-evolving world of technology, continuous learning is vital. From tuition reimbursement to certifications to paid training opportunities, we provide our team with the tools and resources they need to keep skillsets sharp and career paths thriving.

Ritter Communications is an equal opportunity and affirmative action employer; all qualified applicants will receive consideration for employment without regards to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

We strive to maintain a drug-free workplace.

We offer competitive compensation and an outstanding benefits package including health, dental, vision, cancer, accident and life insurance, short-term and long-term disability, 401(k) with company match, flexible spending accounts, free gym membership, company discounts, tuition reimbursement, paid training, paid leave, and much more!