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About this job

Posting Job Title:Technical Customer Service
Requisition #: 169280BR
Posting Location: Colorado Springs, CO, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Start Date:
October 19, 2015



Location:
Colorado Springs, CO, US

The Time Warner Cable West Region is currently seeking Technical Customer Service Representatives in our Tier III Technical Support Department in our Colorado Springs office. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.



POSITION SUMMARY:

To provide advanced troubleshooting of escalated customer service inquiries regarding Time Warner Cable High Speed Online products and services including Digital Phone; to educate Time Warner Cable customers about PC equipment, e-mail, software and cable modems in a high-volume/ high-demand inbound call center environment.


ESSENTIAL JOB FUNCTIONS:


• Provide technical support of all TWC HSO related products and services including Digital Phone

• Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards

• 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

• Triage non-help desk issues (NHI ' s) and open ticket escalations (OTE ' s)

• Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate assess and resolve issues

• Understand and inform customers of all Time Warner Cable consumer products and services


JOB REQUIREMENTS:


• A high school diploma or equivalent is required

• Minimum of one to two years working in a fast paced customer support environment requiring heavy telephone, e-mail, or face- to-face interaction

• Minimum of one to two years of experience with broadband product (voice, video and/or data) technical support. Must have a technical understanding of network hardware, software and local area networks (LAN), wide area networks (WAN), Telnet, Internet Protocols (IP), including TCP/IP Protocols; (or a combination of education and work experience)

• Knowledge of Windows and Mac operating systems, DNS, Web Hosting and E-Mail applications

• CTIA (A+, i-Net+, Network+), Microsoft and Cisco certifications desired but not essential

• Internet Telephony is helpful

• Excellent communication skills and the ability to effectively troubleshoot technical issues over the phone

FCC Unit_TWC: 6329
Controlling Establishment ID: 00325 - Colorado Springs Bijou St

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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