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Technical Support Rep 1 (Community Solutions)

at Spectrum

Posted: 8/4/2019
Job Status: Full Time
Job Reference #: 1467737
Keywords: technical

Job Description

Business Title
Community Solutions Rep 1

Posting Location
United States - North Carolina - Greensboro

Posting Job Description
The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information.  The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards. Works under general supervision.

Start Date: August 23rd and September 6th
 
MAJOR DUTIES AND RESPONSIBILITIES

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, mediation, enhancement, troubleshooting and, when required, de-activation.
 
Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Ability to perform other duties and/or projects as assigned
 

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Excellent verbal and written communication skills
Complex problem solving skills
Strong follow-up skills, accuracy and attention to detail
Excellent customer service skills, including positive phone demeanor
Works various schedules including holidays
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
 

Education
High school diploma or equivalent
 
Related Work Experience

Experience working in cable operations and/or telecommunications call center
 

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives
 

Related Work Experience
Previous customer service representative experience
 
WORKING CONDITIONS
Normal office conditions
 

 Call Center is open 24 hours a day, 7 days per week.
 

Requisition #
244368BR

Job Code
COP150 Community Solutions Rep 1 Nonexempt

Position Type
Full Time

Area of Interest
Community Solutions, Customer Service, Technical Support

Business Unit
Customer Operations

Location
721 North Regional Rd

FCC Unit
13533

Account Code
X63-54312-629

Controlling Establishment ID
00033 - Greensboro North Regional Rd

More on Spectrum
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications 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, or any other basis protected by federal, state or local laws.

Work State
North Carolina

Work City
North Carolina - Greensboro

Posting Job Title (Do Not Exceed 250 Characters)
Technical Support Rep 1 (Community Solutions)

Zip Code
27409

LA Background Verbiage Alt Loc
A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.