Technical Support Center Supervisor: Arla Mills
Employee: Arla Mills

Technical Support Center Supervisor: Arla Mills

Learn more about one of our helpful team members you might encounter when you call our Bridgeport, West Virginia-based Technical Support Center!

How long have you been at Citynet?
Ten months.

What do you do as a supervisor in Citynet’s Technical Support Center?
I start my day by checking top-priority support/service tickets, ensuring proper action has been taken, and following up with any issues that need a supervisor’s attention. I review all support/service tickets for accuracy. I also make the call center schedule; I review any requests for time off and ensure all schedules are correctly accommodated and updated. I help our Technical Support Center representatives with any issues or questions that may arise throughout the day and ensure all reports for the shift are sent and updated promptly to keep things running smoothly. 

What do you wish people knew about the Technical Support Center department?
We are the heart of the company. We are the first line when speaking with customers, and if any issues arise, we ensure that the issue gets resolved through all means at our disposal. The end user’s experience is communicated through us, and we take care of them with dedication and provide excellent customer service and problem-solving skills.

When people call the Technical Support Center, are they surprised to speak with not just a U.S.-based person but a West Virginian?
Yes! I often speak with customers who are both surprised and very happy to talk to local people; knowing we are close by makes them feel more comfortable communicating with us and gives us something to converse about and build rapport with.

With which departments at Citynet do you work closely? How so?
At the Technical Support Center, we work with most Citynet departments daily. Each customer issue is different, and they all come through our department. Then, we work with Billing, the Processing and Logistics Team, Enterprise Systems, Transport, Voice, and Development teams on a day-to-day basis to ensure all issues are addressed and resolved promptly.

Why did you decide to work with Citynet?
I have experience with internet service providers (ISPs) and enjoy providing quality customer service and helping people with any issues I can. I was recommended to work at Citynet by my significant other, who was a previous employee, and I heard many great things about the company and decided to apply.

What is the best part about working at Citynet?
My coworkers make every day a joy. The people that work for Citynet are the best people you can work with. They are always helpful and positive and work as a team well. I couldn’t get through my day without such a great team.

Outside of work, what do you like to do?
I enjoy spending time with my dog, Diesel. I also spend time with my boyfriend, and we often travel around the tri-state area for his second job as a soccer coach for the FC Alliance. When we travel, we like to visit aquariums, zoos, and museums and, of course, eat delicious food. I also enjoy playing video games and relaxing at the lake.

What are some of your favorite places or things about West Virginia?
I’ve traveled to many other states, but West Virginia will always be the most beautiful state in the country. There are so many great places to visit here. Seneca Rocks is one of my favorite places to camp. The caves nearby are a great activity for the whole family, and the horse rides to the top of Seneca Rocks are so much fun. I also frequent Stonewall Jackson Lake often, as it is only 30 minutes away from my residence. I love to swim and fish and relax in the gorgeous scenery.

Who is your favorite famous West Virginian?
Steve Harvey!

Is there anything else you would like to say?
Working for Citynet has been a blessing in my life. I enjoy every day that I get to work with such amazing people. I appreciate everyone who works with me and look forward to a future filled with growth and opportunity for Citynet and its employees.

Like this article?

Share on Facebook
Share on Twitter
Share on Linkdin
Share on Pinterest

More Posts

MFA to Zero Trust Image

How to go from MFA to Zero Trust

Increased connectivity, coupled with the rise of remote and hybrid work, is prompting organizations to evolve their user access security and make strides toward a

Cybersecurity Training Image

Yearly Cyber Training Doesn’t Work

If you’re sticking to once-a-year sessions for your employees, it’s time to rethink your approach. Let’s face it, it’s likely dull and uninspiring. And if

Fact vs Myth Image

Debunking 5 Common Internet Myths

In the vast landscape of the internet, myths and misconceptions often abound, shaping our perceptions and influencing our online behaviors. At Citynet, we’re committed to

SuperPod with WiFi 6E

Plume SuperPod WiFi 6E Specs

SuperPod with WiFi 6

Plume SuperPod WiFi 6 Specs


Plume SuperPod Secs