Technical Support Representative

Pencor Services•Palmerton, PA

4d•Hybrid

About The Position

PenTeleData’s Technical Support Representatives are often the first point of contact for customers. The role focuses on providing outstanding service and exceptional support while fostering positive customer interactions. Representatives troubleshoot products and services offered by PenTeleData and its partners, handle customer communications across multiple channels, and coordinate with other teams and departments. The position begins with approximately 3–4 weeks of paid, Monday–Friday training from 7 AM to 3 PM, starting January 18, 2027. Candidates must be able to attend the full training period. Employees work in-house during their probationary period. After probation, employees may move to a hybrid work-from-home schedule if they meet required performance metrics; work-from-home status may change based on performance. For work-from-home eligibility, employees must reside in Pennsylvania, have a quiet and distraction-free workspace, and maintain an internet connection of at least 100 Mbps, preferably wired by Ethernet from the modem to company-provided equipment. Employees must meet leadership-defined performance metrics and be able to report to the office if connectivity or in-home disruptions prevent them from working. The scheduled shift is 3 PM–11 PM and includes weekends and holidays as scheduled.

Requirements

High school diploma or GED.
Established residency in Pennsylvania.
Previous experience interacting with customers on a daily basis.
Understanding of basic networking and internet terminology and software.
Strong oral and written communication skills.
Strong typing and data entry skills.
Excellent customer service and soft skills.
Strong organizational skills.
Ability to multitask in a fast-paced environment.
Ability to adapt to change and the changing needs of the company.
Ability to work effectively and professionally both independently and as part of a team.
Must be able to commit to the full approximately 3–4-week training period.
For work-from-home eligibility: a quiet, distraction-free workspace; an internet connection of at least 100 Mbps, preferably Ethernet-wired from the modem to company-provided equipment; ability to meet required performance metrics; and ability to report to the office if work-from-home disruptions prevent work.

Nice To Haves

Troubleshooting experience with Windows, Macintosh, and mobile platforms is recommended.
Troubleshooting experience involving various computer issues is recommended.

Responsibilities

Handle customer interactions through inbound and outbound calls, chats, and emails.
Troubleshoot support issues involving various products and services offered by PenTeleData and its partners.
Work with other teams and departments to route calls and cases.
Maintain appropriate records of customer interactions.
Perform special project work as assigned by leadership.
Perform other duties as assigned.