Level II Technical Support Specialist

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

• 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