Technical Service Representative

Job Title: Technical Service Representative I (2 Openings)

Industry: Telecommunications

Location (city, state): Buffalo Grove, IL

Assignment Type: Contract-to-Hire

Pay: $18 – $20 per hour

Work Schedule: Monday–Friday, 9:00 AM–5:00 PM during the initial 3–4 weeks of fully onsite training. Following training, employees may transition to a hybrid schedule with 3 days onsite, based on performance.

Available shifts after training:

• Shift 1: Wednesday – Saturday, 9:30 AM – 8:00 PM
• Shift 2: Monday, Tuesday, Thursday, and Friday, 10:30 AM – 9:00 PM

Benefits: This position is eligible for medical, dental, vision, and 401(k).

About The Company:

A well-established telecommunications services provider is seeking two Technical Service Representatives to join its customer support team. The organization partners with major retailers to deliver voice, point-of-sale (POS), and data communication solutions. This is an excellent opportunity to develop technical skills while working in a collaborative and customer-focused environment.

Job Description:

The Technical Service Representative will serve as a primary point of contact for customers and field technicians experiencing telecommunications or equipment-related issues. This individual will respond to service requests, provide basic troubleshooting assistance, manage service tickets, and coordinate work orders and equipment shipments. The ideal candidate has a strong customer service background, enjoys problem-solving, and has an interest in technology.

Key Responsibilities:

• Handle incoming customer and technician inquiries, averaging approximately 60 calls per day
• Provide first-level technical assistance by identifying issues and walking customers through basic troubleshooting steps
• Create, update, and monitor service tickets to ensure requests are addressed promptly
• Coordinate service orders and monitor progress through completion
• Assess incoming requests and determine appropriate response times and service priorities
• Process work orders while maintaining established customer service standards
• Coordinate equipment requests and replacement part shipments
• Track deliveries and provide customers with shipment updates
• Escalate complex technical concerns and recurring service issues to the appropriate support team
• Communicate professionally with customers, technicians, and outside contractors
• Assist with training and onboarding new team members when needed

Qualifications:

• High school diploma or equivalent required
• Previous customer service, call center, help desk, or ticket management experience preferred
• Retail experience with telecommunications or technology products is also highly valued
• Telecommunications industry experience is a plus
• General familiarity with computers, mobile devices, POS systems, and other technology products
• Working knowledge of Microsoft Office
• Strong analytical and problem-solving abilities
• Excellent verbal communication and customer service skills
• Ability to manage multiple requests in a fast-paced environment
• Comfortable delivering high-quality customer support over the phone
• Upon a conditional offer of employment, the position requires a background check and drug screening.

Perks:

• Hybrid schedule potential after training
• Potential career growth into advanced technical support and other departments
• Pay increase potential after one year
• Medical, dental, and vision benefits
• Tuition and fitness reimbursement
• Up to 16 days of PTO, plus birthday off and floating holiday

Addison Group is an Equal Opportunity Employer. Addison Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Addison Group complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. Reasonable accommodation is available for qualified individuals with disabilities, upon request.