What are the responsibilities and job description for the Technical Support Supervisor position at Pencor Services?
Company: PenTeleData
2 Day Flex- WFH Shift: 3PM-11PM (includes weekends and holidays as scheduled)
Pencor and its subsidiaries are Equal Opportunity Employers
A Technical Support Supervisor is needed to assit the support team in troubleshooting Cable, DSL, FIber and other technical issues over a variety of operating systems.
Additional duties include:
- Working with other teams and departments to route calls and trouble ticket / cases
- Maintaining appropriate records of customer interactions
- Working closely with department Supervisors
- Maintaining adequate staffing
- Working directly with the Network Control Center and other departments to resolve advanced customer problems or major sustem / network problems
- Providing backup phone / chat support as needed
- Assisting with coaching employees, both as a team and individually
- Performing special project work as assigned by leadership
- Other duties as assigned
Qualifications:
- H.S. Diploma or G.E.D.
- Formal technical training / computer classes recommended
- Established residency in Pennsylvania
- Previous experience working in a call center environment
- Previous experience troubleshooting technical problems
- Previous experience interacting with customers / the public on a daily basis
- Experience with Windows Operating Systems
- Experience with Macintosh environment
- Working knowledge of Microsoft products
- Excellent Problem Solving / Troubleshooting Skills
- Networking Skills
- Strong Communication Skills - Oral and written
- Excellent Customer Service Skills / Soft Skills (phone)
- Excellent Organizational Skills
- Excellent Leadership Skills
- Ability to multitask in a face-paced environment
- Ability to adapt to change and the changing needs of the company
- Ability to work effectively and professionally both independently as well as part of a team
- Ability to be flexible with scheduling and the needs of the department
