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