Level II Technical Support Trainer

Pencor Services•Lehighton, PA

3d•Onsite

About The Position

A Technical Support Trainer is needed in our Level II Technical Support Group. This trainer will primarily focus on providing a dedicated Troubleshooting training resource to our Customer Service Representatives, Customer Service Training Department and Level II Technical Support representatives as needed.

Requirements

Associates Degree in Communications, I.T. or Education OR experience in the Telecommunications industry providing troubleshooting related customer service, technical support or relevant training positions
Established residency in Pennsylvania
Valid PA Driver's License and good driving record
Understanding of Cable TV, Internet, Digital Phone, Wi-Fi and home security -especially relating to equipment connectivity and functionality
Commendable proficiency in using monitoring and troubleshooting tools such as ICOMS, SLICC, CAMP and iGlass
Background of delivering quality, relevant, training - both hands-on and via Zoom methods; receiving excellent participant feedback
Excellent Communications Skills - Oral and written
Excellent Troubleshooting and Problem Solving Skills
Excellent Project Management Skills
Excellent Organizational and Time Management Skills
Excellent Data Entry and Computer Skills – Microsoft Office Programs and Basecamp
Ability to provide efficient and effective documentation and presentations
Ability and willingness to continue learning all aspects of our service offerings and delivery methods, as well as relevant troubleshooting related skills from vendors and our Technical departments
Ability to work independently as well as part of a team in a fast-paced environment
Ability to adapt to change, create solutions and implement changes
Ability to portray a cooperative, professional and positive attitude towards customers, management and fellow coworkers

Responsibilities

Leading troubleshooting training days at the Mahoning Contact Center, attending retraining days and remedial training efforts with individuals
Providing support during live troubleshooting training calls alongside the Customer Service Training Department
Preparation for our Customer Service departments new hire troubleshooting classes
Creating class accounts and coordinating with new hires attending training in person
Coordinating and communicating with the Customer Service Training Department on current troubleshooting concerns, training needs and known issues as well as new product launches and critical product changes
Actively participating in troubleshooting and communication with the Level II Technical Support team, in their environment, to stay current on product knowledge and troubleshooting skills
Researching and soliciting feedback from the Level II Technical Support Team related to troubleshooting concerns and questions from their interactions with Customer Service and Technicians and applying this valuable information to future training and documentation
Traveling to each Blue Ridge Retail Office location quarterly to ensure confidence in troubleshooting, support additional training needs at the local level, receive feedback on training needs and ensure follow-up is tracked and provided
Managing time-sensitive product training and troubleshooting updates
Other duties as assigned