Technical Support Supervisor

Company: PenTeleData

2 Day Flex- WFH Shift: 3PM-11PM (includes weekends and holidays as scheduled)

Pencor and its subsidiaries are Equal Opportunity Employers

A Technical Support Supervisor is needed to assit the support team in troubleshooting Cable, DSL, FIber and other technical issues over a variety of operating systems.

Additional duties include: 

• Working with other teams and departments to route calls and trouble ticket / cases


• Maintaining appropriate records of customer interactions


• Working closely with department Supervisors


• Maintaining adequate staffing


• Working directly with the Network Control Center and other departments to resolve advanced customer problems or major sustem / network problems


• Providing backup phone / chat support as needed


• Assisting with coaching employees, both as a team and individually


• Performing special project work as assigned by leadership


• Other duties as assigned

Qualifications: 

• H.S. Diploma or G.E.D.


• Formal technical training / computer classes recommended 


• Established residency in Pennsylvania


• Previous experience working in a call center environment


• Previous experience troubleshooting technical problems


• Previous experience interacting with customers / the public on a daily basis


• Experience with Windows Operating Systems


• Experience with Macintosh environment


• Working knowledge of Microsoft products


• Excellent Problem Solving / Troubleshooting Skills


• Networking Skills


• Strong Communication Skills - Oral and written


• Excellent Customer Service Skills / Soft Skills (phone)


• Excellent Organizational Skills


• Excellent Leadership Skills


• Ability to multitask in a face-paced environment 


• Ability to adapt to change and the changing needs of the company


• Ability to work effectively and professionally both independently as well as part of a team


• Ability to be flexible with scheduling and the needs of the department