Level II Technical Support Specialist

Pencor Services•Lehighton, PA

1d•Onsite

About The 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.

Requirements

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
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

Nice To Haves

Microsoft Office Suite Proficiency Preferred

Responsibilities

Assist staff and customers in a friendly and professional manner.
Provide education and support for equipment connectivity and functionality.
Set up customer equipment with company services for optimal customer experience.
Troubleshoot services and equipment to resolve issues and avoid house calls.
Address Digital Cable and Video On Demand issues.
Provide High Speed Internet and Wireless Set-Up and Troubleshooting.
Troubleshoot Digital Phone issues, determining resolution through education, escalation, or house call.
Assist Customer Service Representatives and In House Technicians with escalated issues.
Communicate and escalate with internal teams and external vendors.
Participate in Project-Based assignments for Proactive Monitoring and Quality Assurance.
Perform other duties as assigned.