Technical Support Representative

Pencor Services•Palmerton, PA

3d•Hybrid

About The Position

Technical Support Representatives are often the first point of contact for customers. The role focuses on providing outstanding service and support and fostering positive customer interactions. Representatives support products and services offered by PenTeleData and its partners through inbound and outbound calls, chats, and emails. The position is based in Pennsylvania and may transition to a hybrid work-from-home schedule after the probationary period, subject to performance and leadership requirements. Employees must work in-house during probation. If a home-work disruption or poor internet connection prevents work, employees must be able to report to the office. The next paid training class starts January 18, 2027. Training runs Monday through Friday, 7 AM–3 PM, for approximately three to four weeks, and candidates must commit to the full training period. After training, the scheduled shift is 3 PM–11 PM, including weekends and holidays as scheduled. Work-from-home requirements include established Pennsylvania residency, a quiet and distraction-free workspace, an internet connection of at least 100 Mbps (preferably hard-wired via Ethernet from the modem to company-provided equipment), and maintaining minimum performance metrics defined by leadership. Work-from-home status may change based on performance.

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 interpersonal 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.
Ability to commit to the full training period.
For work-from-home eligibility: a quiet, distraction-free workspace; an internet connection of at least 100 Mbps, preferably hard-wired via Ethernet; ability to maintain minimum performance metrics; and ability to report to the office if home-work 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 for 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.