Technical Support Representative

Pencor Services, Inc.; Palmerton (Carbon County); Hybrid; USD 21,000 - 30,000; Full time

Job summary

PenTeleData seeks a Technical Support Representative to handle customer interactions via calls, chats, and emails. You will troubleshoot a variety of product and service issues, working with other teams to route cases, while maintaining records of interactions.

Training starts January 18, 2027, Monday–Friday 7AM–3PM for 3–4 weeks. After probation, a hybrid work-from-home schedule is possible with performance targets. Residency in Pennsylvania is required.

Qualifications

• High school diploma or GED required.
• Residency in Pennsylvania required.
• Experience interacting with customers daily.
• Basic understanding of networking and internet terminology.
• Strong communication and typing/data entry skills.

Responsibilities

• Handle inbound and outbound calls, chats and emails from customers.
• Troubleshoot a range of product/service issues.
• Coordinate with other teams to route calls and cases.
• Maintain accurate records of customer interactions.
• Perform special project work as assigned by leadership.

Skills

Customer service

Communication

Troubleshooting

Multitasking

Data entry

Education

High School Diploma or GED

Tools

Windows

MacOS

Mobile platforms

Job description

Company:PenTeleData

WFH 2 Day Flex Shifts: 3PM-11PM (after training, includes weekends and holidays as scheduled)

Pencor and its subsidiaries are Equal Opportunity Employers

Next paid training class will start on January 18, 2027 and will be conducted Monday-Friday 7AM-3PM for approximately 3-4 weeks. Candidates must be able to commit to the full training period in order to be considered.

Employees are required to work "in house" during their probationary period. Once completed, employees may be switched to a hybrid work-from-home schedule, as long as required performance metrics have been met. Work-from-home status is subject to change based on performance.

Work-from-Home Requirements:

• Established residency in Pennsylvania
• A quiet space, free from distraction during work hours.
• An Internet connection of at least 100 Mbps, preferably hard-wired (Ethernet) from the modem to your company-provided equipment
• Must maintain minimum performance metrics as defined by leadership
• In the event of disruptions resulting in a poor Internet connection or in-home disruption to perform work, must be able to report to the office

Technical Support Representatives are the first point of contact for many customers. Providing outstanding service and exceptional support, as well as fostering positive interactions with customers are our top priorities. These values continue to strengthen our relationships with customers and set us apart in this fast-paced, growing industry.

General duties include:

• Handling customer interactions via inbound and outbound calls, chats and emails
• Troubleshooting an array of support calls for various products and services offered by PenTeleData and its partners
• Working with other teams and departments to route calls and cases
• Maintaining appropriate records of customer interactions
• Performing special project work as assigned by leadership
• Other duties as assigned

Qualifications:

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Previous experience interacting with customers on a daily basis
• Troubleshooting experience with Windows, Macintosh and mobile platforms recommended
• Troubleshooting experience involving various computer issues recommended
• Understanding basic networking and internet terminology and software
• Strong Communication Skills - Oral and written
• Strong Typing / Data Entry Skills
• Excellent Customer Service Skills / Soft Skills
• Strong Organizational Skills
• Ability to multitask in a face-paced environment
• Ability to adapt to change and the changing needs of the company
• Ability to work effectively and professionally both independently as well as part of a team

INDHP