Help Desk Representative I at Rural Telephone Service Company Inc – Hays, Kansas

Nex-Tech is looking for a friendly, tech-savvy individual to join our team as a Help Desk Representative, helping customers with questions and technical issues across phone, email, and chat. You’ll troubleshoot service problems, submit and manage trouble tickets and service orders, and ensure customer concerns are resolved quickly and professionally. This role offers a fast-paced, team-focused environment where every interaction matters.

What You'll Do:

• Provide technical troubleshooting and issue resolution for all Nex-Tech services

• Coach customers on tools and resources to resolve issues independently

• Escalate complex issues to Tech Lead staff as needed

• Respond promptly to calls, emails, and messages to ensure customer satisfaction

• Document all interactions in issue tracking and billing systems

• Moderate Nex-Tech Classifieds and assist with Quality Assurance callbacks

What You Bring:

• Strong customer service skills with patience and professionalism

• Analytical thinking and problem-solving abilities

• Ability to organize, prioritize, and handle multiple tasks efficiently

• Knowledge of PCs, software, hardware, home networking, and general network technology

• Familiarity with video entertainment equipment including VOD, HDTV, IPTV, set-top boxes, and related software/hardware

• Strong communication skills and ability to work in a team-focused environment

Education & Experience:

High school diploma or equivalent plus one year of business experience working with personal computers, software troubleshooting, Internet, help desk/call center, customer service, or the equivalent.

Nex-Tech is an equal opportunity provider and employer.