This position is located in our Englewood, CO office..
The Installation and Service Support II (ISS) Representative assists with any and all mobile device support, supports field technicians in residential installs/service calls and in resolving potential technical issues with DIRECTV equipment. The ISS II Rep is a qualified technical subject matter expert who performs training, quality control, and quality monitoring. The ISS II Rep also supports all Home Service Providers (HSPs), showroom and School Choice accounts as well as various projects.
Provides technical and diagnostic assistance to Home Service Provider (HSP) technicians who call while performing installs or service calls. This service is also provided to Dealers and Call Center agents.
Provides mobile device support for; password resets, mobile timecards, Siebel Wireless, FISTT support, general device, meter support and hand held device support.
Works with cellular carrier companies around activation/deactivation trouble shooting
Supports internal call centers with technical training including scripting to ensure customer satisfaction with technical trouble shooting.
Identifies technical trends and escalates issues with equipment and broadcast programming.
Assists other DIRECTV departments with various projects including: weekly review of various reports; monitoring Call Center Protection Plan technical department to ensure technical processes, information, and training are meeting DIRECTV standards; researching technical issues; and assisting with VIP accounts.
Creates and maintains accounts for HSP employees, schools, staff and technicians, including all document maintenance.
Beta tests and reviews DIRECTV products as needed to ensure product functionality and has knowledge of emerging or new technologies.
Performs residential installs and/or service calls to keep familiar with all aspects of an install.
Other duties as assigned.
Must possess a high school diploma, bachelor's degree preferred and/or three plus years experience in customer service and Satellite/Cable industry.
Satellite Broadcast & Communication Association (SBCA) Level 2 certification
Hands-on experience with DIRECTV installations
Previous experience with DORIS, CSG, RIO
Basic knowledge of Microsoft Office, including Word, Excel, Outlook and Access
Ability to read schematics and diagrams
Ability to communicate effectively, prepare and present technical material, and possess excellent phone etiquette
Overall knowledge of Satellite/TV technology, and in-depth knowledge of DIRECTV installations and related equipment (e.g., multi-switches, diplexers and amps)
Ability to troubleshoot logically and efficiently, multi-task, and meet deadlines
Self-sufficient on researching and gathering data, ability to identify trends, and know when to escalate issues
Appreciation for collaboration and ability to work well within teams
Must be able to work weekends, varaiable shifts and overtime as needed and determined by management
DIRECTV - 17 months ago