The Role
Provides Level II technical support to staff and customers for cable, video-on-demand, internet, wireless, and digital phone services. Troubleshoots equipment and connectivity issues, configures customer equipment, resolves problems remotely when possible, and escalates issues to provisioning teams, technicians, or vendors. Supports customer service representatives, performs proactive monitoring and quality assurance projects, documents solutions, and delivers professional customer communication.
Summary Generated by Built In
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
INDHP
Skills Required
- High school diploma or GED
- Established residency in Pennsylvania
- At least 1 year of customer service and/or technical support experience
- Technical proficiency and strong computer skills
- Microsoft Office Suite proficiency
- Strong oral and written communication skills
- Proficient typing and data entry skills
- Excellent customer service and telephone skills
- Problem-solving and troubleshooting skills
- Time management skills
- Strong organizational skills
- Negotiation and problem-resolution skills
- Ability to work as part of a team
- Ability to multitask in a fast-paced environment
- Ability to adapt to changing company and department needs
- Professional, cooperative, and positive attitude
- Ability to follow company policies and procedures
- Ability to create solutions and implement changes
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The Company
What We Do
One of the largest privately owned media companies in the US.
