Technical Support Representative
Start Date: September 11th, 2017
The Charter Communications West Region is currently seeking Technical Customer Service Representatives 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.
POSITION
Summary:
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.
ESSENTIAL JOB FUNCTIONS:
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
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
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
The Charter Communications West Region is currently seeking Technical Customer Service Representatives 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.
POSITION
Summary:
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.
ESSENTIAL JOB FUNCTIONS:
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
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
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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