Level II Technical Support Specialist

Pencor Services, Inc.; Lehighton (Carbon County); On-site; USD 30,000 - 46,000; Full time

Job summary

Blue Ridge Communications is seeking a Level-II TSR to assist customers with education and support for equipment connectivity, setup, and troubleshooting to ensure the best possible entertainment experience. Responsibilities include supporting high speed internet, wireless setup, digital cable and VOD issues, and coordinating with internal teams and vendors to resolve problems quickly.

Must reside in Pennsylvania, have at least 1 year in customer service or tech support, and demonstrate strong

Qualifications

• HS diploma or GED required.
• Residency in Pennsylvania required.
• Minimum 1 year customer service and/or technical support experience.

Responsibilities

• Assist staff and customers with equipment connectivity and functionality.
• Set up customer equipment to optimize entertainment experience.
• Troubleshoot services and equipment to resolve issues and avoid house calls when possible.
• Support Digital Cable, VOD, High-Speed Internet, and Wireless setup/troubleshooting.
• Address Digital Phone issues and escalate to Provisioning or house calls as needed.
• Assist Customer Service Representatives and In-House Technicians with escalated issues.
• Communicate and escalate with internal teams and external vendors.
• Participate in proactive monitoring and quality assurance project work.
• Perform other duties as assigned.

Skills

Customer service

Technical support

Communication skills

Typing/data entry

Teamwork

Problem solving

Time management

Education

High school diploma or GED

Tools

Microsoft Office Suite

Job description

Company: Blue Ridge Communications

Available Shifts: Wednesday-Saturday, 10AM-9PM

Pencor and its subsidiaries are Equal Opportunity Employers

*This is NOT a work-from-home position

Level-II TSR’s assist our staff and customers in a friendly and professional manner while providing education and support for:

• Equipment connectivity and functionality
• Setting up customer equipment with ours to achieve the very best quality customer experience for their entertainment value
• Troubleshooting our services and equipment to promptly resolve issues and avoid house calls if possible
• Digital Cable and Video On Demand Issues
• High Speed Internet and Wireless Set-Up and Troubleshooting
• Digital Phone Issues – Research the problem and determine whether it can be resolved through education, escalation to our Provisioning Department or a house call
• Assisting Customer Service Representatives and In House Technicians with issues requiring escalation for further assistance
• Communication and escalation with internal teams, and external vendors
• Project-Based assignments for Proactive Monitoring and Quality Assurance
• Other duties as assigned

Qualifications

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Minimum of 1 year Customer Service and/or Technical Support experience required
• Tech Savvy
• Strong Computer Skills - Microsoft Office Suite Proficiency Preferred
• Strong Communication skills – Oral and Written
• Proficient typing / Data Entry Skills
• Excellent Customer Service and Telephone skills
• Excellent Problem Solving & Troubleshooting skills
• Time Management Skills
• Strong Organizational Skills
• Strong negotiation and problem resolution skills
• Ability to work as a team
• Ability to multitask in a fast paced environment
• Ability to adapt to change and the changing needs of the company and department
• Ability to portray a cooperative, professional and positive attitude towards customers, management and fellow coworkers
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes

INDHP