Start Date: December 11th
The Charter Communications West Region is currently seeking Technical Support Representatives (Internet & Phone Reps) in our Internet and Phone 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.
To provide advanced troubleshooting of escalated customer service inquiries regarding Charter High Speed Online products and services including Digital Phone; to educate Spectrum customers about PC equipment, e-mail, software and cable modems in a high-volume/ high-demand inbound call center environment.
•Provide technical support of all Charter 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 Charter Communications consumer products and services
•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
A little about us:
Spectrum is the nation’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and communications products.