About this role

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