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Dispatcher 1 - Tech Support Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Morrisville, NC Morrisville, North Carolina |
About this job
Posting Job Title:Dispatcher 1 - Tech Support
Requisition #: 167562BR
Posting Location: Morrisville, NC, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Dispatcher 1- Tech Support for our Technical Operations Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Purpose:
The purpose of this position is to support the operational elements of Technical Operations and Customer Care in a 24/7/365 Operations Center environment. The primary focus will be on supporting fix agents via phone with activation and troubleshooting customer impacting issues. Work closely with fellow employees via phone and written correspondence and be successful in a multi-tasking role. Work under moderate supervision and guidance.
Work Schedule: TBD
Essential Job Functions:
Responsible for efficient routing of work orders to field resources.
Supports field personnel with activation of customer premise equipment.
Works with various and moderately complex software platforms.
Interpret data from Workforce Management System to identify current and potential field problems.
Handles calls from internal and external customers with a high degree of customer service.
Completes, Cancels, and Reassigns work assignments for field technicians.
Research and identify unnecessary service calls related to discovered issues.
Informs and updates field technicians on work in their designated areas.
Makes outbound calls to TWC customers for dispatch and/or special project needs.
Enters follow-up tasks or referral tasks for field technicians.
Attendance must meet department standards.
Should exercise good judgment.
Performs other duties as assigned.
EDUCATION/EXPERIENCE:
Associates Degree in Engineering, MIS or Computer Science preferred or 2 years’ experience in related field.
Prefer Cable Industry Certification.
Prefer A+ certification.
Prefer Network + certification.
Experience/Skills Required:
Ideal candidate would be a highly organized, self-motivated individual with the ability to plan and support all aspects of both an IP Telephony/Data networks and Hybrid Fiber Coax network, ensuring the highest level of performance on a 24/7 network infrastructure.
Utilize telemetry software to monitor and interpret data related to network devices in order to pinpoint network problems.
Excellent Customer Service skills with the ability to troubleshoot issues over the phone
Dispatches fix agent personnel using a database system and ticketing system.
Research and identify unnecessary service calls related to discovered issues.
Monitor intermittent issues (both area and individual customer related).
Maintain records of activities and report progress and findings.
Verify issue resolution.
An ability to rapidly adapt to changing technology and apply solutions to business needs a must.
Must be able to maintain customer and personnel information in a confidential manner
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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
FCC Unit_TWC: 0593
Controlling Establishment ID: 00122 - Morrisville Innovation Ave
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
Requisition #: 167562BR
Posting Location: Morrisville, NC, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Dispatcher 1- Tech Support for our Technical Operations Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Purpose:
The purpose of this position is to support the operational elements of Technical Operations and Customer Care in a 24/7/365 Operations Center environment. The primary focus will be on supporting fix agents via phone with activation and troubleshooting customer impacting issues. Work closely with fellow employees via phone and written correspondence and be successful in a multi-tasking role. Work under moderate supervision and guidance.
Work Schedule: TBD
Essential Job Functions:
Responsible for efficient routing of work orders to field resources.
Supports field personnel with activation of customer premise equipment.
Works with various and moderately complex software platforms.
Interpret data from Workforce Management System to identify current and potential field problems.
Handles calls from internal and external customers with a high degree of customer service.
Completes, Cancels, and Reassigns work assignments for field technicians.
Research and identify unnecessary service calls related to discovered issues.
Informs and updates field technicians on work in their designated areas.
Makes outbound calls to TWC customers for dispatch and/or special project needs.
Enters follow-up tasks or referral tasks for field technicians.
Attendance must meet department standards.
Should exercise good judgment.
Performs other duties as assigned.
EDUCATION/EXPERIENCE:
Associates Degree in Engineering, MIS or Computer Science preferred or 2 years’ experience in related field.
Prefer Cable Industry Certification.
Prefer A+ certification.
Prefer Network + certification.
Experience/Skills Required:
Ideal candidate would be a highly organized, self-motivated individual with the ability to plan and support all aspects of both an IP Telephony/Data networks and Hybrid Fiber Coax network, ensuring the highest level of performance on a 24/7 network infrastructure.
Utilize telemetry software to monitor and interpret data related to network devices in order to pinpoint network problems.
Excellent Customer Service skills with the ability to troubleshoot issues over the phone
Dispatches fix agent personnel using a database system and ticketing system.
Research and identify unnecessary service calls related to discovered issues.
Monitor intermittent issues (both area and individual customer related).
Maintain records of activities and report progress and findings.
Verify issue resolution.
An ability to rapidly adapt to changing technology and apply solutions to business needs a must.
Must be able to maintain customer and personnel information in a confidential manner
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 solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
FCC Unit_TWC: 0593
Controlling Establishment ID: 00122 - Morrisville Innovation Ave
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
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