Level II Technical Support Specialist

About the role

Pencor is seeking a dedicated Level II Technical Support Specialist to join our dynamic team in Lehighton, Pennsylvania. In this role, you will be instrumental in providing advanced technical support to our customers, ensuring their issues are resolved efficiently and effectively. You will work closely with both clients and internal teams to troubleshoot and resolve complex technical problems, contributing to the overall satisfaction and success of our service offerings.

Key facts

What you'll do

• Provide advanced technical support to customers via phone, email, and chat, addressing their inquiries and issues with professionalism and expertise.
• Diagnose and resolve hardware and software problems, ensuring timely solutions that minimize downtime for clients.
• Collaborate with Level I support staff to escalate issues that require more in-depth investigation or specialized knowledge.
• Document all customer interactions and technical issues in the ticketing system to maintain accurate records and facilitate knowledge sharing.
• Conduct root cause analysis on recurring issues to identify trends and recommend improvements to prevent future occurrences.
• Assist in the development and maintenance of technical documentation, including FAQs, troubleshooting guides, and training materials for both customers and staff.
• Participate in team meetings to discuss ongoing projects, share insights, and contribute to the continuous improvement of support processes.
• Stay updated on the latest technology trends and product updates to provide informed support and recommendations to customers.
• Train and mentor Level I support staff, helping them develop their technical skills and improve customer service practices.
• Engage in proactive outreach to customers to ensure their systems are functioning optimally and to identify potential issues before they escalate.
• Collaborate with other departments, such as engineering and product management, to relay customer feedback and influence product development.
• Manage and prioritize multiple support tickets simultaneously, ensuring that all customer needs are addressed in a timely manner.

Requirements

• A minimum of 3 years of experience in a technical support role, preferably in a Level II capacity.
• Strong understanding of networking concepts, operating systems (Windows, macOS, Linux), and common software applications.
• Proven experience troubleshooting hardware issues, including desktops, laptops, and peripherals.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Strong problem-solving skills and the ability to think critically under pressure.
• Familiarity with ticketing systems and remote support tools.
• Ability to work independently and as part of a team in a fast-paced environment.
• A customer-centric mindset, with a passion for delivering exceptional service.
• Relevant certifications (e.g., CompTIA A+, Network+, or equivalent) are a plus.

Nice to have

• Experience with VoIP systems and telecommunications support.
• Knowledge of cloud services and virtualization technologies.
• Familiarity with scripting or programming languages (e.g., Python, PowerShell) for automation tasks.
• Previous experience in a customer-facing role within the technology sector.
• Understanding of ITIL or other service management frameworks.

Skills & tools

• Proficient in using ticketing systems such as Zendesk, ServiceNow, or similar platforms.
• Knowledge of remote desktop support tools like TeamViewer, LogMeIn, or similar applications.
• Familiarity with monitoring tools and network management software.
• Strong organizational skills and attention to detail.
• Ability to manage time effectively and prioritize tasks based on urgency and impact.

Practical notes

• This position is based in Lehighton, Pennsylvania, and may require occasional on-site visits to customer locations.
• The work schedule may include evenings and weekends, depending on customer needs and support coverage requirements.
• Candidates must be eligible to work in the United States; visa sponsorship is not available for this role.
• Pencor offers a comprehensive benefits package, including health insurance, retirement plans, and opportunities for professional development.

If you are a motivated technical support professional looking to take your career to the next level with a company that values innovation and customer service, we encourage you to apply for the Level II Technical Support Specialist position at Pencor. Join us in making a difference for our customers and contributing to the success of our organization.