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Signature Home Personal Solutions Advisor (PSA) Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | San Diego, CA San Diego, California |
About this job
Posting Job Title:Signature Home Personal Solutions Advisor (PSA)
Requisition #: 155390BR
Posting Location: San Diego, CA, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
JOB TITLE: Signature Home Personal Solutions Advisor (PSA)
Time Warner Cable ' s Southern California Operations - West Region is currently seeking Signature Home Personal Solutions Advisors for our Customer Care Department in our San Diego, CA office. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
POSITION SUMMARY: Provides exceptional service, sales, and technical support for Time Warner Cable ' s SignatureHomeTM clients in a manner consistent with Time Warner Cable policies, procedures, quality, standards, customer needs and applicable local, state, and federal procedures.
ESS
ENTIAL DUTIES AND RESPONSIBILITIES:
- Answers and responds to requests received via phone, e-mail and chat from SignatureHomeTM customers inquiring about account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and, when required, deactivation.
- Handles full service for billing related questions, issues and concerns ranging from general questions, payment schedules, payment transactions, statement review with clients, computing payments for delinquent accounts and researching for billing issues on services.
- Maintains a focus on sales culture by up-selling products and services to existing clients and making client retention a priority.
- Troubleshoots with TWC clients who are having difficulty with video, data and phone services utilizing all available diagnostic tools. Resolves data problems that involve local network issues, email issues, modem trouble and other equipment and/or software configurations. Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services.
- Demonstrates accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency. Acts as a liaison between all departments to coordinate and resolve escalations.
JOB REQUIREMENTS:
- Strong knowledge of computer Operations Systems including by not limited to the following required: Windows98, Windows2000, Windows Me, Windows XP, Windows NT, Windows vista, Windows 7 and Mac OSX.
- Strong knowledge of PC hardware and software configuration, modem configuration and installation, computer networking and IP, Internet browsers (IE, Firefox, Chrome, Safari, Opera) and Internet E-mail applicants, cabling and installation, hubs, routers and other networking devices, FTP, Telnet, DNS, NAT, email server configuration, LAN/WAN.
- Strong knowledge of consumer electronics equipment including but not limited to the following required: smartphones (iPhone, Droid, etc), tablet pcs, portable music players (mp3 players, iPods), home audio/theater equipment, televisions, DVD/Blu-Ray players and video game consoles/handhelds (Nintendo Wii, PS3, Xbox 360, Nintendo DS, Playstation Portable
- Advanced level knowledge of all TWC supplied customer equipment including, but not limited to: Set-top boxes, cable cards, remotes, modems - including Digital Phone modems, and wireless routers.
- Minimum six-months experience as a TWC Technical Support Agent is required.
- Technical Support Agent II or higher required.
- Must meet or exceed 6 month average in the following performance standards:
- Quality (80% or better), Sales (30 units or better)
- CSAT (85% or better), AHT (12 minutes or under)
- Bilingual ability in Spanish/English is preferred.
- Must be able to work evenings and/or weekends as shifts may vary based on 24/7 coverage.
- Ability to interpret technical instructions, analyze various PC systems to define and resolve performance issues.
- Ability to logically follow schematic diagrams or flow-charts.
- Sitting or standing for long periods of time.
FCC Unit_TWC: 0561
Controlling Establishment ID: 00137 - San Diego Pacific Center Ct
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 155390BR
Posting Location: San Diego, CA, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
JOB TITLE: Signature Home Personal Solutions Advisor (PSA)
Time Warner Cable ' s Southern California Operations - West Region is currently seeking Signature Home Personal Solutions Advisors for our Customer Care Department in our San Diego, CA office. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
POSITION SUMMARY: Provides exceptional service, sales, and technical support for Time Warner Cable ' s SignatureHomeTM clients in a manner consistent with Time Warner Cable policies, procedures, quality, standards, customer needs and applicable local, state, and federal procedures.
ESS
ENTIAL DUTIES AND RESPONSIBILITIES:
- Answers and responds to requests received via phone, e-mail and chat from SignatureHomeTM customers inquiring about account activation, maintenance, billing, problem solving, modification, enhancement, troubleshooting and, when required, deactivation.
- Handles full service for billing related questions, issues and concerns ranging from general questions, payment schedules, payment transactions, statement review with clients, computing payments for delinquent accounts and researching for billing issues on services.
- Maintains a focus on sales culture by up-selling products and services to existing clients and making client retention a priority.
- Troubleshoots with TWC clients who are having difficulty with video, data and phone services utilizing all available diagnostic tools. Resolves data problems that involve local network issues, email issues, modem trouble and other equipment and/or software configurations. Utilizes a thorough knowledge of billing system functions, order entry processes, TWC marketing strategies and pricing structure, TWC products and services, and troubleshooting of those products and services.
- Demonstrates accountability, follow-through, follow up calls, and all necessary client touch points with the appropriate sense of urgency. Acts as a liaison between all departments to coordinate and resolve escalations.
JOB REQUIREMENTS:
- Strong knowledge of computer Operations Systems including by not limited to the following required: Windows98, Windows2000, Windows Me, Windows XP, Windows NT, Windows vista, Windows 7 and Mac OSX.
- Strong knowledge of PC hardware and software configuration, modem configuration and installation, computer networking and IP, Internet browsers (IE, Firefox, Chrome, Safari, Opera) and Internet E-mail applicants, cabling and installation, hubs, routers and other networking devices, FTP, Telnet, DNS, NAT, email server configuration, LAN/WAN.
- Strong knowledge of consumer electronics equipment including but not limited to the following required: smartphones (iPhone, Droid, etc), tablet pcs, portable music players (mp3 players, iPods), home audio/theater equipment, televisions, DVD/Blu-Ray players and video game consoles/handhelds (Nintendo Wii, PS3, Xbox 360, Nintendo DS, Playstation Portable
- Advanced level knowledge of all TWC supplied customer equipment including, but not limited to: Set-top boxes, cable cards, remotes, modems - including Digital Phone modems, and wireless routers.
- Minimum six-months experience as a TWC Technical Support Agent is required.
- Technical Support Agent II or higher required.
- Must meet or exceed 6 month average in the following performance standards:
- Quality (80% or better), Sales (30 units or better)
- CSAT (85% or better), AHT (12 minutes or under)
- Bilingual ability in Spanish/English is preferred.
- Must be able to work evenings and/or weekends as shifts may vary based on 24/7 coverage.
- Ability to interpret technical instructions, analyze various PC systems to define and resolve performance issues.
- Ability to logically follow schematic diagrams or flow-charts.
- Sitting or standing for long periods of time.
FCC Unit_TWC: 0561
Controlling Establishment ID: 00137 - San Diego Pacific Center Ct
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
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