Level II Technical Support Specialist

Company: Blue Ridge Communications

Available Shifts:  Sunday-Wednesday 8AM-7PM or 10AM-9PM OR Wednesday-Saturday, 10AM-9PM

Pencor and its subsidiaries are Equal Opportunity Employers

*This is NOT a work-from-home 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


• Digital Phone Issues – Research the problem and determine whether it can be resolved through education, escalation to our Provisioning Department or a house call


• Assisting Customer Service Representatives and In House Technicians with issues requiring escalation for further assistance


• Communication and escalation with internal teams, and external vendors


• Project-Based assignments for Proactive Monitoring and Quality Assurance
  


• Other duties as assigned

Qualifications:

• 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 - Microsoft Office Suite Proficiency Preferred


• Strong Communication skills – Oral and Written


• 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

INDLP