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in Louisville, KY
Tier 3 Technical Support Rep 1 - Full-time
•30 days ago
Hours | Full-time |
---|---|
Location | Louisville, KY Louisville, Kentucky |
About this job
Onsite Hiring Event
Wednesday, September 21st
11am-1pm
Walk In’s Welcome
4701 Commerce Crossings
Louisville, KY 40229
The position of Residential Technical Support Rep I is to perform Tier III technical support on all TWC core products including, but not limited to, digital cable, residential HSD, digital phone. Technical Support Rep I escalates issues to next level of support as according to the escalation matrix.
Start Date: October 14, 2016
Essential Job Functions:
Wednesday, September 21st
11am-1pm
Walk In’s Welcome
4701 Commerce Crossings
Louisville, KY 40229
The position of Residential Technical Support Rep I is to perform Tier III technical support on all TWC core products including, but not limited to, digital cable, residential HSD, digital phone. Technical Support Rep I escalates issues to next level of support as according to the escalation matrix.
Start Date: October 14, 2016
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).
- Understand and inform customers of all Time Warner Cable consumer products and services.
- Respond to customer complaints in a professional manner; attempt to resolve complaints successfully in accordance with established guidelines.
- Inform management of all unresolved complaints.
- Respond to customer inquiries via e- mail and telephone, or in-person as necessary.
- Save customers from disconnecting services whenever possible.
- 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.
- Associate Degree preferred in related field. One year previous help desk support experience preferred. Education Level: High school diploma or general education diploma (GED).