Level II Technical Support Specialist

About the role

Pencor and its subsidiaries are Equal Opportunity Employers. *This is NOT a work-from-home position.

Responsibilities

- Assist staff and customers in a friendly and professional manner. - Provide education and support for equipment connectivity and functionality. - Set up customer equipment with ours to achieve the very best quality customer experience. - Troubleshoot services and equipment to promptly resolve issues and avoid house calls if possible. - Handle digital cable and video on demand issues. - Set up and troubleshoot high-speed internet and wireless services. - Resolve digital phone issues through education, escalation, or a house call. - Communicate and escalate with internal teams and external vendors. - Perform project-based assignments for proactive monitoring and quality assurance.

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.