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Network Support Specialist - Tier 1

Company: Pencor Services
Location: Palmerton
Posted on: November 24, 2022

Job Description:

Company: PenTeleDataWFH 2-Day Flex Shift: Monday-Friday, 8AM-5PM* Note: 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 callsReceiving and routing escalations from other departmentsReviewing incoming customer emailsCreating and updating customer account profilesUpdating customer email contact informationSending welcome emails to new customersCreating and updating work schedules on a bi-weekly basisProcessing equipment RMAs for failed componentsProcessing 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 preferredValid PA Driver's License and good driving recordFamiliarity with Microsoft Office: Word, Excel and OutlookBasic understanding of TCP/IPSome experience with Cable ModemsExceptional Customer Service SkillsStrong Communication Skills - oral and writtenStrong Telephone Soft Skills and pleasant demeanorAbility to work effectively on a team as well as independentlyAbility to remain focused when dealing with repetitive tasksAbility to be flexible to provide coverage outside of normal shift when neededAbility to provide meticulous attention to detailsFull-Time employees receive:Company paid Medical, Dental, Vision and Prescription planCompany paid Pension PlanCompany matched 401K PlanPaid Time OffTuition reimbursement programWellness Program IncentivesAdvancement OpportunitiesINDHP

Keywords: Pencor Services, Allentown , Network Support Specialist - Tier 1, Other , Palmerton, Pennsylvania

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