Level II Technical Support Specialist

Pencor Services•Lehighton, PA

2d•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, and Digital Phone Issues. This role involves researching problems and determining whether they can be resolved through education, escalation to our Provisioning Department or a house call. Additionally, the role includes assisting Customer Service Representatives and In House Technicians with issues requiring escalation, communication and escalation with internal teams and external vendors, and 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 equipment to achieve the best quality 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.
Handle Digital Phone Issues, including research and determining resolution paths (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.
Engage in project-based assignments for Proactive Monitoring and Quality Assurance.
Perform other duties as assigned.