Level II Technical Support Specialist

Level-II Technical Support Representative Company: Blue Ridge Communications Available Shifts: 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 Pencor Services Inc