Network Support Specialist – Tier 1

Company: PenTeleData

WFH 2-Day Flex Shift: Monday-Friday, 8AM-5PM

Pencor and its subsidiaries are Equal Opportunity Employers

• Although there is a flexible work-from-home component to this position, candidates must reside in Pennsylvania and live within 50 miles from base office in Palmerton, PA. Training is done in person at the Palmerton office for the first 6 months. Work from home may be allowable 2 days per week after training is completed.

This entry-level agent will be working with a highly skilled group of specialists responsible for monitoring PenTeleData’s (PTD) advanced network. These specialists proactively monitor the network, preventing costly service interruptions by transparently resolving any service issues quickly and effectively. In the event of a core service or customer interruption, this group will directly interface with customers, engineers, other employees, and vendors to resolve the issue(s) and perform root cause analysis. Primary roles for this position will include processing civil requests from law enforcement agencies as well as creating and updating customer account profiles for our case management system.

Job responsibilities include:

• Answering and routing customer calls
• Receiving and routing escalations from other departments
• Reviewing incoming customer emails
• Creating and updating customer account profiles
• Updating customer email contact information
• Sending welcome emails to new customers
• Creating and updating work schedules on a bi-weekly basis
• Processing equipment RMAs for failed components
• Processing subpoenas for law enforcement agencies (which may include court appearances)

Qualifications:

• H.S. Diploma or G.E.D.
• Associates Degree in Telecommunications, Computer Science, Math, Law or Business preferred
• Valid PA Driver’s License and good driving record
• Familiarity with Microsoft Office: Word, Excel and Outlook
• Basic understanding of TCP/IP
• Some experience with Cable Modems
• Exceptional Customer Service Skills
• Strong Communication Skills – oral and written
• Strong Telephone Soft Skills and pleasant demeanor
• Ability to work effectively on a team as well as independently
• Ability to remain focused when dealing with repetitive tasks
• Ability to be flexible to provide coverage outside of normal shift when needed
• Ability to provide meticulous attention to details

INDHP