Advanced Technical Support

- Eatonville


The primary responsibility of this position is providing our customers with Advanced Technical Support that must be second to none!  Our team handles escalated tickets from our Tier 1 team for voice, internet and cable TV related problems primarily over the phone and occasionally in person in our lobby or at the customer’s site.  Sometimes the trouble isn’t really a trouble at all but instead we may identify a product or service that better meets the customer’s needs than what they are currently subscribed to today.  This means we must keep our sales skills sharp too as we use them daily!  This position allows you the opportunity to work with customers at different levels of technical comfort, a variety of end user devices and network designs which makes our job always exciting because every customer and ever trouble is different than the last.  If you are looking for a challenging opportunity and to be somebody’s technical super hero every day this is the job for you!


  • An enthusiastic understanding and excitement about technology, especially relative to Rainier Connect products and services! 
  • A strong desire to evaluate the customer’s needs and identify the service offering that best matches their needs.
  • Must enjoy working in a fast paced, high-volume environment with the ability to quickly adapt to change. You won’t get bored here!
  • We have processes and procedures to insure accuracy and a great customer experience, so this means strong attention to detail is key! 
  • Document, document, document! All customer interactions require proper documentation, including services orders, troubles tickets and account comments. 
  • Resolves customer troubles as quickly and cost effectively as possible, keeping the customers experience top priority along the way.
  • Keep an eye open for trends that may indicate an outage and reports it to appropriate team for resolution. The faster we fix it, the fewer customers affected! 
  • Serves internal customers by communicating effectively, providing timely responses to requests and treating coworkers in a respectful manner.
  • Has Regular, consistent and punctual attendance.
  • Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.


  • Must have excellent phone and people skills as well as maintain the ability to multi task and prioritize workloads independently.
  • Ability to learn and understand the company's products and services.
  • Knowledge of most common versions of PC and MAC Operating Systems.
  • General knowledge of voice services, cable TV and data technologies.
  • Knowledge of analog and digital circuit concepts.
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form.
  • Ability to deal with problems involving several variables in standardized situations.
  • Ability to apply logic, creativity and good judgment to resolve problems.
  • Must be able to communicate, collaborate and cooperate with vendors, customers, peers and managers as necessary to meet company objectives.
  • Must possess a valid driver's license and have the ability to be insured under the company policy.


High School Diploma or General Education Degree (GED) is required.
Technical Degree or Equivalent Experience in Electronics, Telecommunications or Information Technology preferred. 


Three to five years of customer support and/or technical support experience, preferably in the telecommunications / Internet industry.
Three to to five years of customer service experience.


Shifts vary from 8am -7pm  Monday-Sunday.  


Customer Service & Sales Representative

- Eatonville, Tacoma, and/or Centralia

Rainier Connect is a premier provider of telephone, cable TV, and internet service in the South Puget Sound. We have a full time position open for a customer care representative in our Eatonville or Tacoma office.

This position actively seeks to create and sustain a relationship with customers by optimizing company benefits, and focuses on the customer’s need by utilizing exceptional customer service skills, technical expertise, and necessary resources. This position also greets and directs customers and performs a variety of other clerical duties such as accepting customer payments, answering and routing telephone calls, as well as providing answers to standard customer questions.

Must have excellent phone, communication, and listening skills as well as maintain and prioritize workloads independently. Must be proficient on computers, be able to communicate, collaborate, and cooperate with vendors, customers, peers, and managers as necessary to meet company objectives. Must possess a valid driver's license, high school diploma or GED, and at least 1 year of office experience preferably in the telecommunications industry. 

Hours: Rotating 8 Hour Shifts between 8am and 7pm

Installation Technician

- Eatonville, WA

Rainier Connect is currently accepting resumes for an Installation Technician. Installation Technicians work both inside and outside to build, install, test, and repair services for customers. Candidates need to be comfortable with the primary responsibilities, and qualifications listed below. If you feel you are a close fit, but have weaknesses, please list them. For immediate consideration for this position, email your resume to with "Installation Technician" as the subject.

Primary responsibilities include:

  • Installation of Phone, Cable, and Internet services
  • Installation of aerial or underground drops
  • Place aerial or underground copper and fiber cable
  • Educate customers on use of service
  • Analyze quality and determine acceptability of video/audio delivered upon completion of installation
  • On call during scheduled time periods, and respond to calls as needed
  • Operate and maintain assigned vehicle in accordance with company guidelines
  • Ensure vehicle is stocked with necessary equipment
  • Coordinate with other departments as necessary to ensure customer satisfaction and problem resolution
  • Maintain a sense of urgency and consistently meet deadlines
  • Accurately completes required paperwork and documentation associated with each job assignment

Secondary responsibilities include:

  • Performing copper and fiber splicing
  • Construction work such as placing cable, installing conduit, and working in open excavations
  • Work with heavy duty power equipment as well as small tools in the installation, repair and maintenance of outside plant facilities

Skills and Abilities:

  • Comfortable using computers including hand-held models to update work status and check new assignments
  • Technical training in phone installation, cable installation, or similar field
  • Current first aid, CPR, or Flagger training is a plus
  • At least 1 year experience as an Outside Plant Technician or Installer


High-school diploma or equivalent required

Possess a valid state drivers license and non-negligent driving record

Ability to frequently move/lift 75lbs

Willingness to work outside in all weather conditions

Willingness to work in attics, basements, crawl spaces, manholes and other similar places

Climb poles, ladders, and is comfortable working aloft with hand tools

Work overtime and holidays as service conditions require

Typical traits required for this position:

Excellent customer service skills

Desire to learn new skills

Comfortable supporting customers on site, and in person

Desirable Certifications:

NCTI/Jones, TIA, WA state low voltage license, or relevant industry certifications a plus

To Apply

By Mail
Resumes & Cover Letters can be mailed to:

Human Resources
Rainier Connect
2516 Holgate St.
Tacoma, WA 98402
By E-mail
Resumes & Cover Letter can be e-mailed to

About Rainier Connect

Rainier Connect, a division of Mashell Telecom, Inc. is a 101 year old telecommunications service provider that is strongly committed to customer service, value, and innovative products & services. We offer voice, data, internet and cable television services to residential and business customers in Eatonville, Graham, the South Hill of Puyallup, Tacoma and Centralia. We also offer business telephone systems, installation, training and maintenance.

Rainier Connect is a 5th generation owned and operated company and as a registered Public Utility is required to be held to a higher standard than our competitors.

Rainier Connect is an Equal Opportunity Employer.
Mashell Telecom, Inc. d/b/a Rainier Connect is an equal opportunity employer. We do not discriminate against persons because of their age, sex, race, color, religious creed, ancestry, national origin, genetic information, or any disability which can be reasonably accommodated, in determining suitability for employment, compensation, promotion, transfers, training, education, social and recreational programs, or termination.