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Supervisor, Tech Support
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Middletown, NY Middletown, New York |
About this job
Client Reference Code: 193126
Essential Job Functions
Will be responsible for supervising a team on the day to day operations of the level 3 call center for the High Speed Online (HSO) and Digital Phone (VOIP) services department which includes training, disciplining and hiring staff. Works closely with management to ensure adherence of level 3 policies and procedures. Performs periodic performance appraisals and call monitoring to ensure adherence to call handling guidelines. Responsible for communicating policies, procedures and new product knowledge. Performs call volume analysis and generates regular management reports. Establish relationships with internal and external business partners. Participate in meetings and conference calls as needed. Record minutes and action items. Document and escalate errors issues. Handles VIP and escalates customer inquiries and complaints as needed. Other duties as assigned.
Job Requirements/Qualifications
Must have an Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or a combination of education and experience. A minimum of two years supervisory experience in a Customer Service environment, or equivalent. A minimum of two years technical troubleshooting, networking, and Customer Service experience. Working knowledge of CIT, including but not limited to work order entry/close, account research, billing and service code look-up, and credit/debit procedures. Familiarity with high-speed data, Wi-Fi and VOIP in relation to cable modem technology desired. Must have excellent oral and written communication skills. Proficient with MS office. Strong analytical and problem solving skills are essential. Must be available for on-site and phone support on a 24/7 basis, as customer escalations and business requirements dictate.
Job Code : TWCCSU240 Sup, Tech Support Exempt
193126BR
Essential Job Functions
Will be responsible for supervising a team on the day to day operations of the level 3 call center for the High Speed Online (HSO) and Digital Phone (VOIP) services department which includes training, disciplining and hiring staff. Works closely with management to ensure adherence of level 3 policies and procedures. Performs periodic performance appraisals and call monitoring to ensure adherence to call handling guidelines. Responsible for communicating policies, procedures and new product knowledge. Performs call volume analysis and generates regular management reports. Establish relationships with internal and external business partners. Participate in meetings and conference calls as needed. Record minutes and action items. Document and escalate errors issues. Handles VIP and escalates customer inquiries and complaints as needed. Other duties as assigned.
Job Requirements/Qualifications
Must have an Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or a combination of education and experience. A minimum of two years supervisory experience in a Customer Service environment, or equivalent. A minimum of two years technical troubleshooting, networking, and Customer Service experience. Working knowledge of CIT, including but not limited to work order entry/close, account research, billing and service code look-up, and credit/debit procedures. Familiarity with high-speed data, Wi-Fi and VOIP in relation to cable modem technology desired. Must have excellent oral and written communication skills. Proficient with MS office. Strong analytical and problem solving skills are essential. Must be available for on-site and phone support on a 24/7 basis, as customer escalations and business requirements dictate.
Job Code : TWCCSU240 Sup, Tech Support Exempt
193126BR
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