Tier 3 Technical Support Rep 1 Job - Full-time

Posting Job Title:Tier 3 Technical Support Rep 1
Requisition #: 177105BR
Posting Location: Greensboro, NC, US
Area of Interest:Information Technology Services
Position Type: Full Time

Posting Job Description

The Time Warner Cable Carolina region currently seeks Technical Support Representatives for our Customer Care Department in Greensboro, NC.

Position Summary

The Advanced Support Tech talks with customers by phone and/or email to resolve data problems and troubleshoots video, HSD (High Speed Data), digital phone and data services. Own all customer issues presented to you while acting as the customer’s liaison into the company.

We are a 24/7 call center. Must be flexible to work any shift Sunday – Saturday

Start Date
: July 8, 2016

Essential Job Functions
:

Troubleshoot with TWC subscribers who are having difficulty with video, digital phone and data services utilizing all available diagnostic tools Once problems are resolved, agents are required to introduce new services or products to these customers following a specified sales process and must a meet a monthly sales quotas
Resolve complex data problems that involve local network issues, email issues, modem trouble and other company owned equipment and/or software configurations
Utilize reasoning and critical thinking skills, identify appropriate fix agent and resolve single-user issues
Assist voice customers when needed, including but not limited to calling customers to confirm issue resolution
Assist, coach, train all support representatives on work-related procedures and products
May review tickets for potential system issues to escalate to different group as needed May assist with error trending, analysis and feedback sessions
Works with supervisors to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Needs to be able to provide exceptional customer service, works various schedules including on-call support and performs other duties as assigned
Supports all department and company goals and objectives
Job Requirements
:

Familiarity with cable system operations, internet and telephony operations preferred
Must be able to work in a fast paced environment and have the ability to make decisions quickly
Ability to read and comprehend simple instructions, short correspondence, and memos Ability to write simple correspondence
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to read and interpret documents such as operating and maintenance instructions and technical papers related to equipment and/or troubleshooting processes
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
Ability to deal with problems involving a few concrete variables in standardized situations
Education and Experience:

Job related 2 year degree or 2 years equivalent work experience required
Certifications in related subject matter Examples include but are not limited to A+, N+, MCSE, CCNA, preferred
Experience in supporting applications and equipment in a helpdesk environment preferred
ICOMS and equipment in a helpdesk environment preferred

TWCCB
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FCC Unit_TWC: 0587
Controlling Establishment ID: 00033 - Greensboro North Regional 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