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Hours Full-time, Part-time
Location Columbus, Ohio

About this job

Posting Job Title: Advanced Product Support Specialist

Requisition #: 164956BR

Posting Location: Columbus, OH, US

Area of Interest: Customer Service/Member Services

Position Type: Full Time

Posting Job Description

Time Warner Cable is currently seeking an Advanced Product Support Specialist for our Advanced Product Support team in the Commercial Services Care department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary

:

The Advanced Product Support Specialist serves multiple roles within the Commercial Care Center. This specialist will serve as a single point of contact for dedicated access/fiber customers, act as a mentor and subject matter expert for the Support agents in the center, and will be capable of handling projects assigned by management as needed. To assist the department in meeting established quality and productivity goals. To provide information and assistance to customers and internal departments regarding technical services, plant status and field activity.

Essential Job Functions

:

Provide technical support to the commercial user community on supported network technologies including dedicated access, legacy fiber, commercial routers, PRI, ELINE, ELAN, ETREE, MRS, Ethernet Everywhere, Hospitality systems and others

Provide assistance and mentoring to Commercial Support Specialists in the RCCC via instant messaging, email, and direct contact

Utilize phone and/or remote control capabilities to resolve complex problems and inquires referred by problem management system regarding supported software and hardware within acceptable timeframes

Document problems thoroughly and accurately related to requiring support for Software, Hardware and/or configuration changes

Escalate commercial customer problems as necessary to CNOC, management, and/or support groups

Provide feedback to others to build individual and team performance capabilities

Considered a subject matter expert capable of working independently with general supervision; with work being checked at critical points

Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards

Respond to customer complaints in a professional manner; attempt to resolve complaints successfully when possible

Assist in compiling and distributing various reports for management

Contribute to the development and maintenance of internal customer databases; call tracking systems, and shared databases

Coordinate effectively with other departments as needed and document activities

Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards

Provide customer with updates as to the progress of trouble tickets

Triage customer issues by acting as liaison between customer and Engineering or Tech Ops

Proactive Customer Contact for outage or maintenance

Perform other duties as assigned or requested

Job Requirements

:

Minimum 6 months experience in the RCCC or 5 years related experience

Must demonstrate, via testing an above average knowledge of RCCC policy, procedures, tool usage, and subject matter knowledge

Will have demonstrated sound judgment when dealing with customers and peers

Will have demonstrated outstanding customer service "soft skills" and show a capacity to handle escalations

A+, Cisco, CCNA, JNCP, and Microsoft certifications are encouraged

Knowledge of Cisco, Juniper, and Adva OS a plus

High School Diploma/Recognized Equivalent or minimum five (5) years of directly related experience required

FCC Unit_TWC: 0534

Controlling Establishment ID: 00731 - Columbus Dublin Rd

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

TWCCCM450