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Technical Support, Tier III Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Cincinnati, OH Cincinnati, Ohio |
About this job
Posting Job Title:Technical Support, Tier III
Requisition #: 158297BR
Posting Location: Cincinnati, OH, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Technical Support Hiring Event
9/10/14 10am-3pm
11325 Reed Hartman Hwy Suite 110
Cincinnati, OH 45241
Complete application & assessment prior to event!
Purpose:
The position of Residential NSS I is to perform Tier III technical support on all TWC
core products including, but not limited to, digital cable, residential HSD, Digital Phone.
NSS I escalates issues to next level of support as according to the escalation matrix.
Essential Job Functions:
Troubleshoot subscriber calls for al Road Runner Residential Customers
Troubleshoot subscriber calls for all Digital Phone Residential Customers.
Troubleshoot subscriber calls for all Video Residential Customers
Review the service calls as they are scheduled by the Call Center Associates to
determine if there may be common problems in the same HUB. Work with TOC to determine if the problem may be area wide as opposed to individual. Follow-up with TOC if an area problem is suspected.
Review the On-line outage information to determine if the service call may have been
scheduled unnecessarily.
Review those work orders scheduled by the Call Center Associates to determine if an
additional walk thru may resolve the problem over the phones.
Attempts will be made to contact customers scheduled for a service appointment that
day and service calls scheduled in the future.
Follow up with the Technical Support Manager and Training Manager on updating the
walk thru steps available through Logical and KEY so that a successful walk thru can be
achieved on the first call to the Call Center.
Support the Call Center with technical issues as needed.
Support field personnel as needed.
Work closely with Regional Data Center staff to resolve issues quickly.
Resolve all tickets in a timely manner.
Communicate pertinent information with Division Technical Operations Center (TOC).Job Requirements:
Basic working knowledge of terminal related equipment (Hubs, Routers, switches, servers and various networking components).
Strong PC hardware and software skills (the ability to troubleshoot all aspects of a PC).
Networking experience will be beneficial.
Excellent communication skills required.
Must be able to multi-task and prioritize.
Current working knowledge or familiarity of latest technologies, networking equipment, and tools.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Preferred Qualifications:
Associate Degree preferred in related field.
One year previous help desk support experience preferred.
Education Level:
High school diploma or general education diploma (GED)
CBTWC 09/08/2014
FCC Unit_TWC: 3485
Controlling Establishment ID: 00795 - Cincinnati Reed Hartman Hwy
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 #: 158297BR
Posting Location: Cincinnati, OH, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Technical Support Hiring Event
9/10/14 10am-3pm
11325 Reed Hartman Hwy Suite 110
Cincinnati, OH 45241
Complete application & assessment prior to event!
Purpose:
The position of Residential NSS I is to perform Tier III technical support on all TWC
core products including, but not limited to, digital cable, residential HSD, Digital Phone.
NSS I escalates issues to next level of support as according to the escalation matrix.
Essential Job Functions:
Troubleshoot subscriber calls for al Road Runner Residential Customers
Troubleshoot subscriber calls for all Digital Phone Residential Customers.
Troubleshoot subscriber calls for all Video Residential Customers
Review the service calls as they are scheduled by the Call Center Associates to
determine if there may be common problems in the same HUB. Work with TOC to determine if the problem may be area wide as opposed to individual. Follow-up with TOC if an area problem is suspected.
Review the On-line outage information to determine if the service call may have been
scheduled unnecessarily.
Review those work orders scheduled by the Call Center Associates to determine if an
additional walk thru may resolve the problem over the phones.
Attempts will be made to contact customers scheduled for a service appointment that
day and service calls scheduled in the future.
Follow up with the Technical Support Manager and Training Manager on updating the
walk thru steps available through Logical and KEY so that a successful walk thru can be
achieved on the first call to the Call Center.
Support the Call Center with technical issues as needed.
Support field personnel as needed.
Work closely with Regional Data Center staff to resolve issues quickly.
Resolve all tickets in a timely manner.
Communicate pertinent information with Division Technical Operations Center (TOC).Job Requirements:
Basic working knowledge of terminal related equipment (Hubs, Routers, switches, servers and various networking components).
Strong PC hardware and software skills (the ability to troubleshoot all aspects of a PC).
Networking experience will be beneficial.
Excellent communication skills required.
Must be able to multi-task and prioritize.
Current working knowledge or familiarity of latest technologies, networking equipment, and tools.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Preferred Qualifications:
Associate Degree preferred in related field.
One year previous help desk support experience preferred.
Education Level:
High school diploma or general education diploma (GED)
CBTWC 09/08/2014
FCC Unit_TWC: 3485
Controlling Establishment ID: 00795 - Cincinnati Reed Hartman Hwy
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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