What are the responsibilities and job description for the Level II Technical Support Specialist position at Pencor Services, Inc.?
Company: Blue Ridge Communications
Available Shifts: Sunday-Wednesday 8AM-7PM OR Wednesday-Saturday, 10AM-9PM
Pencor and its subsidiaries are Equal Opportunity Employers
Available Shifts: Sunday-Wednesday 8AM-7PM OR Wednesday-Saturday, 10AM-9PM
Pencor and its subsidiaries are Equal Opportunity Employers
- This is NOT a work-from-home position
- 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
- 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