Level II Technical Support Trainer

Company: Blue Ridge Communications

WFH 3-Day Flex Shift: Monday-Friday, 8AM-5PM (extended hours when traveling to BRC Retail Centers or providing training to after-hours staff)

Pencor and its subsidiaries are Equal Opportunity Employers

A Technical Support Trainer is needed in our Level II Technical Support Group. This trainer will primarily focus on providing a dedicated Troubleshooting training resource to our Customer Service Representatives, Customer Service Training Department and Level II Technical Support representatives as needed.

Responsibilities include:

Leading troubleshooting training days at the Mahoning Contact Center, attending retraining days and remedial training efforts with individuals

Providing support during live troubleshooting training calls alongside the Customer Service Training Department

Preparation for our Customer Service departments new hire troubleshooting classes

Creating class accounts and coordinating with new hires attending training in person

Coordinating and communicating with the Customer Service Training Department on current troubleshooting concerns, training needs and known issues as well as new product launches and critical product changes

Actively participating in troubleshooting and communication with the Level II Technical Support team, in their environment, to stay current on product knowledge and troubleshooting skills

Researching and soliciting feedback from the Level II Technical Support Team related to troubleshooting concerns and questions from their interactions with Customer Service and Technicians and applying this valuable information to future training and documentation

Traveling to each Blue Ridge Retail Office location quarterly to ensure confidence in troubleshooting, support additional training needs at the local level, receive feedback on training needs and ensure follow-up is tracked and provided

Managing time-sensitive product training and troubleshooting updates

Other duties as assigned

Qualifications:

Associates Degree in Communications, I.T. or Education OR experience in the Telecommunications industry providing troubleshooting related customer service, technical support or relevant training positions

Established residency in Pennsylvania

Valid PA Driver's License and good driving record

Understanding of Cable TV, Internet, Digital Phone, Wi-Fi and home security -especially relating to equipment connectivity and functionality

Commendable proficiency in using monitoring and troubleshooting tools such as ICOMS, SLICC, CAMP and iGlass

Background of delivering quality, relevant, training - both hands-on and via Zoom methods; receiving excellent participant feedback

Excellent Communications Skills - Oral and written

Excellent Troubleshooting and Problem Solving Skills

Excellent Project Management Skills

Excellent Organizational and Time Management Skills

Excellent Data Entry and Computer Skills – Microsoft Office Programs and Basecamp

Ability to provide efficient and effective documentation and presentations

Ability and willingness to continue learning all aspects of our service offerings and delivery methods, as well as relevant troubleshooting related skills from vendors and our Technical departments

Ability to work independently as well as part of a team in a fast-paced environment

Ability to adapt to change, create solutions and implement changes

Ability to portray a cooperative, professional and positive attitude towards customers, management and fellow coworkers