Level II Technical Support Specialist

Blue Ridge Communications is hiring a Level II Technical Support Specialist onsite in Lehighton, PA to support customer connectivity, service troubleshooting, and education for key entertainment and communications products.

Responsibilities

• Assist staff and customers with equipment connectivity and functionality in a friendly, professional manner
• Educate customers and provide hands-on support to improve successful setup and service performance
• Set up customer equipment with company equipment to support the best possible customer experience
• Troubleshoot services and equipment to resolve issues promptly and avoid house calls where possible
• Provide education and support for Digital Cable and Video On Demand issues
• Provide education and support for High Speed Internet and Wireless setup and troubleshooting
• Investigate digital phone issues and determine whether resolution is achievable via education, escalation to the Provisioning Department, or a house call
• Support Customer Service Representatives and In House Technicians with escalations that require additional assistance
• Handle communication and escalation with internal teams and external vendors
• Complete project-based work for Proactive Monitoring and Quality Assurance
• Perform other duties as assigned

Requirements

• H.S. Diploma or G.E.D.
• Established residency in Pennsylvania
• Minimum 1 year of Customer Service and/or Technical Support experience
• Tech savvy with strong troubleshooting aptitude
• Strong computer skills; Microsoft Office Suite proficiency preferred
• Strong communication skills (oral and written)
• Proficient typing and data entry skills
• Excellent customer service and telephone skills
• Excellent problem solving and troubleshooting skills
• Time management and 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 evolving needs of the company and department
• Ability to maintain a cooperative, professional, positive attitude with customers, management, and coworkers
• Ability to perform duties while adhering to company policies and procedures
• Ability to create solutions and implement changes

Shift & Work Model

• Onsite in Lehighton, PA 18235
• Schedule: Wednesday to Saturday, 10AM to 9PM
• NOT a work-from-home position

Salary & Minimum Qualifications

• $17.00 per hour
• Minimum experience: 1 year

Technologies

• Microsoft Office Suite