Level II Technical Support Specialist

Blue Ridge Communications seeks a Level II Technical Support Specialist to join their on-site team in Lehighton, PA. This full-time, on-site role offers a competitive hourly wage of $17 per hour and multiple shift options. You will educate customers on equipment connectivity, troubleshoot services, and support devices to deliver the best possible entertainment experience. The position supports collaboration with Customer Service Representatives and in-house technicians, with opportunities to participate in proactive monitoring and quality assurance projects.

Benefits

On-site role in Lehighton, PA with flexible shift options. Competitive pay and the opportunity to work closely with a collaborative team to resolve issues and improve the customer experience. Participation in proactive monitoring and quality assurance projects to contribute to service improvements.

Responsibilities

• This is an on-site position, not work-from-home.
• Ensure equipment connectivity and verify functionality to deliver the best customer experience.
• Set up customer equipment with our systems to maximize entertainment quality.
• Troubleshoot services and equipment to resolve issues promptly and minimize house calls when possible.
• Address Digital Cable and Video On Demand issues.
• Configure and troubleshoot High Speed Internet and Wireless connections.
• Investigate Digital Phone issues and determine whether they can be resolved through education, escalation to Provisioning, or a house call if needed.
• Assist Customer Service Representatives and In‑House Technicians with escalation that requires further support.
• Communicate and escalate with internal teams and external vendors as needed.
• Participate in project-based assignments for Proactive Monitoring and Quality Assurance.
• Other duties as assigned.

Requirements

• High School Diploma or GED
• Residency established in Pennsylvania
• Minimum of 1 year of Customer Service and/or Technical Support experience
• Tech-savvy with strong computer skills; Microsoft Office Suite proficiency preferred
• Strong oral and written communication skills
• Proficient typing and data entry abilities
• Excellent customer service and telephone skills
• Strong problem solving and troubleshooting capabilities
• Effective time management and organizational skills
• Strong negotiation and resolution abilities
• Ability to work well in a team
• Ability to multitask in a fast-paced environment
• Adaptability to changing needs of the company and department
• Professional, cooperative, and positive attitude toward customers, management, and coworkers
• Ability to perform duties in accordance with company policies and procedures
• Capacity to devise solutions and implement changes

Technologies

• Microsoft Office Suite

Location

Lehighton, PA (onsite)

Shifts

• Sunday-Wednesday: 8:00 AM – 7:00 PM or 10:00 AM – 9:00 PM
• Wednesday-Saturday: 10:00 AM – 9:00 PM