Pencor Services

Runs broadband, local media and live entertainment

Level 2 Technical Support Specialist

Customer SupportConfirmed live in the last 24 hours

Full-timeLehighton, PA, USANo salary listed

About the Job

Requirements

A high school diploma or GED is required.
Established residency in Pennsylvania is required.
At least one year of customer service and/or technical support experience is required.
Strong computer skills are required; Microsoft Office Suite proficiency is preferred.
Strong oral and written communication skills are required.
Proficient typing and data-entry skills are required.
Customer service and telephone skills are required.
Problem-solving and troubleshooting skills are required.
Time-management skills are required.
Organizational skills are required.
Negotiation and problem-resolution skills are required.
The ability to work as part of a team is required.
The ability to multitask in a fast-paced environment is required.
The ability to adapt to change and changing company and department needs is required.
The ability to maintain a cooperative, professional, and positive attitude toward customers, management, and coworkers is required.
The ability to perform duties in accordance with company policies and procedures is required.
The ability to create solutions and implement changes is required.

Responsibilities

Assist staff and customers in a friendly and professional manner while providing education and support for equipment connectivity and functionality.
Set up customer equipment with company equipment to achieve quality customer entertainment experiences.
Troubleshoot services and equipment to resolve issues promptly and avoid house calls when possible.
Address digital cable and Video On Demand issues.
Set up and troubleshoot high-speed internet and wireless services.
Research digital phone issues and determine whether they can be resolved through customer education, escalation to the Provisioning Department, or a house call.
Assist Customer Service Representatives and in-house technicians with issues requiring escalation for further assistance.
Communicate and escalate issues with internal teams and external vendors.
Complete project-based assignments for proactive monitoring and quality assurance.
Perform other duties as assigned.

Desired Qualifications

Microsoft Office Suite proficiency is preferred.

Company: Blue Ridge Communications

Available Shift: Sunday-Wednesday, 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

INDHP

About the Company

Pencor Services

Runs broadband, local media and live entertainment

Pencor Services runs a privately held Pennsylvania communications and entertainment group whose companies sell connectivity, local media and live events. Blue Ridge Communications supplies cable television and internet to homes and businesses, while PenTeleData connects companies and institutions through a regional fiber network. The group also includes Palmerton Telephone, the Times News newspapers and Penn's Peak concert venue. Its businesses earn subscription and service fees, sell newspaper advertising and printing, and charge customers for concerts and venue use. Pencor Services was founded in 1955 and is headquartered in Palmerton, Pennsylvania.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Palmerton, PA
Founded: 1955

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