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Technical Commercial Support Specialist - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Charlotte, NC Charlotte, North Carolina |
About this job
Time Warner Cable Commercial Services Department currently seeks a Technical Commercial Support Specialist for Charlotte, NC. Please find a brief description of essential duties and responsibilities required to function successfully in this position below.
Position Summary
To provide first level technical support and general account management support to Time Warner Business Class by answering inbound phone calls.
Essential Job Functions:
Job Requirements:
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
Preferred Qualifications:
Position Summary
To provide first level technical support and general account management support to Time Warner Business Class by answering inbound phone calls.
Essential Job Functions:
- Works with customer via phone to resolve Tier I technical issues, including but not limited to billing, cable modem provisioning, router configuration, LAN configuration and general software troubleshooting.
- Schedule Trouble calls (truck rolls) for Business Class customers.
- Diagnose and resolve minor software/hardware problems while maintaining ownership and accountability.
- Maintains current knowledge of new product upgrades and features.
- Works with Sales team to ensure customer satisfaction and appropriate billing charges for new and existing customers.
- Communicates directly with Business Class customers to answer account-related questions and resolve billing issues.
- Interfaces with Accounting, Construction, Dispatch and other organizations to ensure customer issues were addressed and resolved.
- Submits credit adjustments and modifies billing codes on Commercial accounts as needed.
- Performs other duties as assigned.
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of organization.
- 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.
Job Requirements:
- Minimum one year related work experience.
- Working knowledge of PC and Macintosh network configuration required.
- Experience communicating with customers
- Should be able to identify and troubleshoot computer/network communications problems, including IP address conflicts and physical networking problems.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
Preferred Qualifications:
- A+, Net+, MCP or similar certification
- Knowledge of cable modem installation and configuration
- Familiarity with Microsoft email software (Exchange, Outlook, Outlook Express), and to configure them for POP email.
- Working knowledge of Local Area Networks and Internetworking Protocols (IP).
- Working knowledge of routers, switches, hubs and general network design.
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