Spec 1, Technical Support


Posted Under: Milwaukee, Wisconsin jobs in Sales; Sales jobs in zipcode 53201
Posted On: 2017-05-18 06:00:00

Client Reference Code: 195252 PURPOSE: Provides advanced technical phone support for the Field Technicians. Troubleshoots, tickets, tracks and escalates company and customer related CPE issues. Escalates plant and network issues to the Technical Operations Center (TOC). Scrubs pending trouble calls for problems outside of the drop system. Issues tickets and/or performs pre-call duties to customers as part of department trouble call reduction efforts. ESSENTIAL DUTIES AND RESPONSIBILITIES: ATS 1: Navigates the billing system to build or edit work orders for provisioning, trouble-ticketing, and related customer-management systems for Field Technicians, in accordance with established procedures Provides advanced technical phone support for our Field Technicians working on all services offered by TWC, currently this includes Video, High Speed Online (HSO), Digital Phone, and Intelligent Home (IH) including IH work order changes; service offerings by TWC may change at any time and agents will provide support for all services Diagnoses, resolves and/or tickets all Customer Premise Equipment (CPE) issues received from Field Technicians and internal customers Navigates OMSE to support Digital Phone field related issues e.g. perform basic look ups, provision/de-provision accounts, transfer services Resolves specific technical issues for advanced products, such as, Cable Cards, IH, NIC, computer settings, Customer Premise Equipment (CPE), boot files and installing hardware and drivers Analyzes customer history data to determine which solutions have been tried and provide alternative recommendations Assists with product knowledge inquiries from the field along with other service related inquiries Handles in-bound/out-bound calls for both internal and external customers and provides exceptional customer service Contacts customers to perform advanced technical troubleshooting and verify that services have been restored when outages are reported as resolved Works with various network monitoring tools and moderately complex support applications OTHER DUTIES AND RESPONSIBILITIES: The Enterprise Technical Operations Standard Support Model contains additional duties and responsibilities specific to this role and is available upon request Perform other duties as assigned JOB-RELATED QUALIFICATION STANDARDS: KNOWLEDGE/SKILLS/ABILITIES: Coordinates effectively with other departments as needed and documents activities Performs all required functions in an accurate, efficient and professional manner Provides outstanding customer service following all established guidelines, policies, and procedures Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs Working knowledge and usage of troubleshooting tools such as NYROC, Unified, Maxxian and DPET Must have strong initiative and ability to work without close supervision Ability to create reports and track data Must operate within acceptable ACD parameters and call handling expectations Must demonstrate the ability to project a positive, professional company image and proven ability to promote positive customer relations and working relationships on a consistent basis Ability to work flexible hours, as required, is essential; hours may include holidays, evenings, and weekends EDUCATION: High School diploma or equivalent (GED) required Electronics and/or computer networking course work preferred WORK EXPERIENCE: Three years of experience working in a fast paced customer support environment requiring heavy telephone, e-mail, and/or face-to-face interaction; or equivalent combination of education and experience Two years of experience with cable/telecommunications technical support, including knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs Previous experience in dispatching technicians in a high volume environment is strongly preferred LICENSES OR CERTIFICATES: Cable Industry certification such as SCTE pr

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