About the role

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

Level II Technical Support Specialist