Customer Service Universal Agent

Armstrong-Utilitie; Butler (Butler County); On-site; USD 22,000 - 28,000; Full time

Job summary

The Armstrong Group is seeking an Armstrong Universal Agent to support our digital and next‑generation television, streaming, Internet and Telephone services. You will resolve inquiries with a professional, customer‑focused approach and use training materials and internal tools to diagnose and resolve issues.

Ideal candidates have at least 6 months of tech support or customer service experience, familiarity with Ethernet/wireless networks, and strong typing and communication skills.

Job description

An Armstrong Universal Agent supports our digital and next-generation television and streaming products, Internet and Telephone services. Communicating effectively with customers is of paramount importance in resolving inquiries in an effective, professional manner. Strong computer skills and experience with current technological trends are necessary for success in supporting a wide variety of services and consumer devices.Next Paid Training Class start scheduled for: Monday, September 21, 2026Apply now to be considered.What’s In It For YouCompetitive hourly wage with free/discounted servicesAward-winning, positive work environmentBenefit eligibility on your first day with low employee premiums that are far better than the industry averageFree Company services such as Internet, video, and telephone through Armstrong Cable. What’s even better is you can enjoy discounted services from our affiliate companiesOpportunity for advancementEmployee recognition programs401(k) plan participationWhat You’ll Be DoingProficient handling of billing inquiries, video product troubleshooting, and product attributes.Resolve internet troubleshooting calls including support of ethernet and wireless networks.Provide continuing support for our current email customers as well as troubleshooting webmail and various software clients.Isolate customer issues and direct inquiries appropriately regarding our telephone product.Utilize various training materials and our internal tools to quickly and accurately diagnose and resolve customer issues.Meet or exceed CSR KPI targets: ATT, ACW, AHT, and FCRMeet or exceed A360 call quality program targetsAdhere to and support customer/company account security and privacy protocolsEfficient scheduling of Fiber conversions for eligible customers.This list is not exhaustive and may be supplemented.What You’ll NeedIdeal candidates should have at least 6 months of experience in a Tech Support or Customer Service role.Technology-related certifications or accredited degrees preferred.Understanding of traditional Ethernet and wireless networks, as well as MoCA networks.Strong typing, verbal and written skills are necessary for success.Familiarity with desktop and mobile operating systems as well as security software packages.Experience with troubleshooting third-party streaming services and apps.Ability to quickly and effectively adapt to changes in the work environment.Coachable person who is eager to learn new skills and take on new responsibilities.Must have the ability to work flexible afternoon/evening weekday and/or weekend shifts.Who We AreThe Armstrong Group is a family owned and operated collection of diverse companies. What began in 1946 as Armstrong County Line Construction, founded by Jud L. Sedwick in Kittanning, PA, has now grown into an organization that encompasses multiple industries and employs over 2,400 individuals nationwide. Our brands include Armstrong Utilities, Guardian Protection, Armstrong Development, 4Front Solutions, Twin Pops, and Armstrong Comfort Solutions.Armstrong is an Equal Opportunity Employer.