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Tech Support Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Louisville, KY Louisville, Kentucky |
About this job
Posting Job Title:Tech Support
Requisition #: 165962BR
Posting Location: Louisville, KY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Tier 3 Technical Support – On Site Hiring Event!!!
On the spot interviews!
Date: Wednesday, June 3, 2015
Time: 10:00am – 2:00pm
Address: 4701 Commerce Crossings Drive
Louisville, KY 40229
Bring an updated copy of your Resume
Please apply and
complete the assessment
prior
to attending the 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.
Start Date: June 19, 2015
Essential Job Functions:
Troubleshoot subscriber calls for Residential High Speed Internet 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 GuideIT 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).
TWCCB
#LI-POST
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
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 #: 165962BR
Posting Location: Louisville, KY, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Tier 3 Technical Support – On Site Hiring Event!!!
On the spot interviews!
Date: Wednesday, June 3, 2015
Time: 10:00am – 2:00pm
Address: 4701 Commerce Crossings Drive
Louisville, KY 40229
Bring an updated copy of your Resume
Please apply and
complete the assessment
prior
to attending the 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.
Start Date: June 19, 2015
Essential Job Functions:
Troubleshoot subscriber calls for Residential High Speed Internet 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 GuideIT 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).
TWCCB
#LI-POST
FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce
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
TWCCSU200
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