Technical Support Representative

Company: PenTeleData

WFH 2 Day Flex Shifts: 7AM-3PM or 3PM-11PM (after training, includes weekends and holidays as scheduled)

Pencor and its subsidiaries are Equal Opportunity Employers

*Next training class will start on August 4, 2025 and be conducted Monday-Friday from 7AM-3PM for 3-4 weeks. Additional training hours TBD.

Employees are required to work "in house" during their probationary period. Once completed, employees may be switched to a hybrid work-from-home schedule, as long as required performance metrics have been met.  Work-from-home status is subject to change based on performance.

Work-from-Home Requirements: 

• A quiet space, free from distraction during work hours.
• An Internet connection of at least 100 Mbps, preferably hard-wired (Ethernet) from the modem to your company-provided equipment
• Must maintain minimum performance metrics as defined by leadership
• In the event of disruptions resulting in a poor Internet connection or in-home disruption to perform work, must be able to report to the office

Technical Support Representatives are the first point of contact for many customers. Providing outstanding service and exceptional support, as well as fostering positive interactions with customers are our top priorities. These values continue to strengthen our relationships with customers and set us apart in this fast-paced, growing industry.

General duties include: 

• Handling customer interactions via inbound and outbound calls, chats and emails
• Troubleshooting an array of support calls for various products and services offered by PenTeleData and its partners
• Working with other teams and departments to route calls and cases
• Maintaining appropriate records of customer interactions
• Performing special project work as assigned by leadership
• Other duties as assigned

Qualifications: 

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Previous experience interacting with customers on a daily basis
• Troubleshooting experience with Windows, Macintosh and mobile platforms recommended
• Troubleshooting experience involving various computer issues recommended
• Understanding basic networking and internet terminology and software
• Strong Communication Skills - Oral and written
• Strong Typing / Data Entry Skills
• Excellent Customer Service Skills / Soft Skills
• Strong Organizational 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

INDLP