Technical Support Trainer

Pencor Construction

. Lead troubleshooting training days at the Mahoning Contact Center .

Posted 11/2/2026full-timeLehighton • Pennsylvania • United StatesMid-LevelSenior💰 $19 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting and training within the Telecommunications industry, with a strong focus on Cable TV, Internet, Digital Phone, and Wi-Fi services. Proficient in utilizing monitoring tools and delivering effective training both in-person and remotely.

Highest-signal resume keywords

Troubleshooting SkillsTraining DeliveryProject Management SkillsExcellent Communication SkillsMonitoring Tools Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingTraining DevelopmentProject ManagementData EntryMicrosoft Office ProgramsDocumentationPresentation SkillsTime ManagementProblem SolvingOrganizational Skills

Soft Skills

Excellent CommunicationTeam CollaborationAdaptabilityPositive AttitudeIndependence

Tools & Technologies

ICOMsSLICCCAMPIGlassBasecamp

Certifications & Qualifications

Associates Degree in CommunicationsAssociates Degree in I.T.Associates Degree in EducationValid PA Driver's License

Industry Keywords

TelecommunicationsCustomer ServiceTechnical SupportCable TVInternetDigital PhoneWi-FiHome SecurityEquipment ConnectivityTraining Needs

About the role

Key responsibilities & impact

Lead troubleshooting training days at the Mahoning Contact Center
Attend retraining days and remedial training efforts with individuals
Provide support during live troubleshooting training calls alongside the Customer Service Training Department
Prepare new-hire troubleshooting classes for Customer Service departments
Create class accounts and coordinate with new hires attending training in person
Coordinate and communicate with the Customer Service Training Department on current troubleshooting concerns, training needs, known issues, new product launches and critical product changes
Actively participate in troubleshooting and communication with the Level II Technical Support team to stay current on product knowledge and troubleshooting skills
Research and solicit feedback from the Level II Technical Support Team and apply information to future training and documentation
Travel quarterly to each Blue Ridge Retail Office location to ensure troubleshooting confidence, support local training needs, receive feedback and track follow-up
Manage time-sensitive product training and troubleshooting updates
Perform other duties as assigned

Requirements

What you’ll need

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, with 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 service offerings and delivery methods, as well as relevant troubleshooting related skills from vendors and 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

Benefits

Comp & perks

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