Level II Technical Support Specialist

The Level II Technical Support Specialist role at Blue Ridge Communications provides education and hands-on assistance for equipment connectivity, setup, and troubleshooting across cable, internet, and phone services. The position includes escalation to internal teams and is based on-site in Lehighton, PA.

Compensation

Hourly rate of USD 17.

Location

Lehighton, Pennsylvania (onsite only).

Experience and Education

• Minimum of 1 year of customer service and/or technical support experience
• High School Diploma or GED required

Responsibilities

• Ensure equipment connectivity and operational functionality
• Install and configure customer equipment with our systems to optimize entertainment quality
• Diagnose and troubleshoot services and equipment to resolve issues promptly and minimize home visits
• Address Digital Cable and Video On Demand issues
• Set up and troubleshoot High Speed Internet and wireless networks
• Investigate Digital Phone issues and determine resolution via education, provisioning escalation, or on-site visit
• Support Customer Service Representatives and in-house Technicians when escalation is required
• Communicate and escalate with internal teams and external vendors
• Participate in project-based tasks for proactive monitoring and quality assurance
• Perform other duties as assigned

Requirements

• High School Diploma or GED
• Residency in Pennsylvania
• At least 1 year of customer service and/or technical support experience
• Tech savvy with strong computer skills; Microsoft Office Suite proficiency preferred
• Excellent oral and written communication
• Proficient typing and data entry skills
• Strong customer service and telephone skills
• Excellent problem solving and troubleshooting abilities
• Effective time management
• Strong organizational capabilities
• Negotiation and problem-resolution skills
• Team player with ability to multitask in a fast-paced environment
• Adaptable to change and evolving department needs
• Professional, cooperative attitude toward customers, management and coworkers
• Commitment to adhering to company policies and procedures
• Ability to create solutions and implement changes

Technologies

Microsoft Office Suite

Shifts

• Sunday-Wednesday 8AM-7PM or 10AM-9PM
• Wednesday-Saturday 10AM-9PM