Level II Technical Support Trainer

Pencor Services•Lehighton, PA

6d•Hybrid

About The Position

Blue Ridge Communications is seeking a Technical Support Trainer for its Level II Technical Support Group. The trainer will primarily provide dedicated troubleshooting training to Customer Service Representatives, the Customer Service Training Department, and Level II Technical Support representatives as needed. The role includes leading and supporting training, preparing training materials and accounts, coordinating with training and technical teams, keeping troubleshooting knowledge current, gathering feedback, visiting retail offices quarterly, and managing time-sensitive product training and troubleshooting updates.

Requirements

Associate degree in Communications, I.T., or Education, or experience in the Telecommunications industry providing troubleshooting-related customer service, technical support, or relevant training.
Established residency in Pennsylvania.
Valid Pennsylvania driver's license and good driving record.
Understanding of Cable TV, Internet, Digital Phone, Wi-Fi, and home security, especially equipment connectivity and functionality.
Commendable proficiency with monitoring and troubleshooting tools such as ICOMS, SLICC, CAMP, and iGlass.
Background delivering quality, relevant training both hands-on and through Zoom, with excellent participant feedback.
Excellent oral and written communication skills.
Excellent troubleshooting and problem-solving skills.
Excellent project management skills.
Excellent organizational and time-management skills.
Excellent data-entry and computer skills, including Microsoft Office programs and Basecamp.
Ability to provide efficient and effective documentation and presentations.
Ability and willingness to continue learning the company's service offerings and delivery methods, as well as relevant troubleshooting skills from vendors and Technical departments.
Ability to work independently and as part of a team in a fast-paced environment.
Ability to adapt to change, create solutions, and implement changes.
Ability to maintain a cooperative, professional, and positive attitude toward customers, management, and coworkers.

Responsibilities

Lead troubleshooting training days at the Mahoning Contact Center and participate in retraining days and remedial training efforts with individuals.
Provide support during live troubleshooting training calls alongside the Customer Service Training Department.
Prepare for troubleshooting classes for new Customer Service department hires.
Create class accounts and coordinate with new hires attending training in person.
Coordinate and communicate with the Customer Service Training Department about current troubleshooting concerns, training needs, known issues, new product launches, and critical product changes.
Participate in troubleshooting and communication with the Level II Technical Support team in its environment to stay current on product knowledge and troubleshooting skills.
Research and solicit feedback from the Level II Technical Support team about troubleshooting concerns and questions arising from interactions with Customer Service and Technicians, and use that information in future training and documentation.
Travel quarterly to each Blue Ridge Retail Office location to build troubleshooting confidence, support local training needs, receive feedback, and ensure follow-up is tracked and provided.
Manage time-sensitive product training and troubleshooting updates.
Perform other duties as assigned.