Posting Job Title: Level 3 Tech Support Spec
Requisition #: 146254BR
Posting Location: Middletown, NY, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time
Posting Job Description
The Time Warner Cable Northeast region currently seeks a Level 3 Technical Support Representative for our Customer Services Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Will be expected to provide customer-friendly and proficient technical support to high speed data customers using phone, email, chat, instant messaging, and other means of communication.
Document and escalate issues, and work with other departments, ISPs, or business partners in order to resolve them as quickly and efficiently as possible.
Successfully meet or exceed Time Warner Cable's call handle requirements as measured by periodic call monitoring and individual call statistics.
Provide support to installers and field technicians when appropriate and as needed.
Monitor the hybrid fiber coax network using various network diagnostic tools for system outages.
Open and track trouble tickets as needed.
Perform other duties as assigned.
Associate's Degree (A.A.) or equivalent from two-year College or technical school; or one year related experience and/or training; or equivalent combination of education and experience.
Network+ or related experience required. A+, CCNA, or Microsoft certifications a plus.
Strong working knowledge of all Windows Operating Systems. Knowledge or Apple/Mac Operating Systems a plus.
Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs.
Excellent listening skills, as well as written and verbal communication skills using phone, email, and other forms of communication.
Proficiency with Internet browsers and MS Office.
Strong analytical and problem solving skills are essential.
Knowledge of CSG, including but not limited to, work order entry/close, account research, billing and service code look-up, and credit/debit procedures a plus.
Familiarity with high speed data and cable modem technologies desired.
FCC Unit_TWC: 0756
Controlling Establishment ID: 00688 - Middletown 2 Industrial
More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most – at work and at home.
Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
Time Warner Cable - 20 months ago
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