Advanced Product Support Supervisor Job
Time Warner Cable - Charlotte, NC

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Posting Job Title: Advanced Product Support Supervisor
Requisition #: 139994BR
Posting Location: Charlotte, NC, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time

Posting Job Description

Time Warner Cable's East Region's Commercial Services Department currently seeks a Commercial Customer Support Engineer Supervisor. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Purpose: The purpose of this position is to provide supervision to the Commercial Support Engineers to improve the overall customer experience. To ensure that Time Warner Business Class standards and policies are met. It is also to maintain highest levels of customer satisfaction to meet or exceed Business Class SLA's.

Essential Job Functions:

- Supervise daily activities associated with the Commercial Support Engineers in order to provide advanced support and troubleshooting of high-end customer networks, such as switch based MDU's and Metro-Ethernet (fiber) customers. Assist customer's IT staff to ensure performance and needs are met.

- Insure adherence to standard operating procedures and work to develop improvement principles by working across departments and functional areas to enhance customer satisfaction.

- Insures that inbound phone calls, tickets and email and correspondence from customers, both internal and external, divisional correspondence, RNOC and GNOC, and CSC are handled in accordance to agreed upon service levels.

- Insures that inbound phone calls, tickets and email and correspondence from customers, both internal and external, divisional correspondence, RNOC and GNOC, and CSC are handled in accordance to agreed upon service levels.

- Develop proficiencies and increase utilization of advanced troubleshooting in BPS, ICOMS, SalesForce, CloseTabs, Remedy, IPMT, DNS, WebHosting, Commercial Email, iGlass, C-COR, NSM to provide pro-active monitoring and notification for business class customers.

- Report the activities of the team in an effective and timely manner.

- Interview, select, train, supervise, evaluate, schedule, motivate, and discipline staff.

- Demonstrate expert understanding of advanced technical troubleshooting techniques and in-depth knowledge of LAN/WAN applications, protocols, and hardware, including routers, switches, fiber terminating devices and PBX/VOIP hardware. Also should have expert knowledge of Windows and UNIX platforms, Cisco IOS. Working knowledge of web mail and mail server configuration, network security protocols, firewalls, and VPN configurations. Working knowledge of Microsoft Office applications also necessary.

- Ability to make accurate decisions independently.

- Set an example for others by demonstrating professional behavior, self-motivation, dependability, flexibility, and a superior work ethic with emphasis on team development.

- Ensure adequate staffing at all times and willingness to work various schedules and shifts to ensure adequate supervision at all times.

Job Requirements:

- Excellent, professional communication skills.

- Extensive knowledge of networking protocols and routing environments in a network switched environment. It also requires subject matter expert in RF and Fiber access.

- Working knowledge of RIP of VLANs, BGP, and LAN/WAN environments.

- Working knowledge of Windows, UNIX and Cisco IOS.

- Must be able to perform successfully in a fast paced Operations environment, with the ability to perform multiple tasks simultaneously.

- Must be able to meet deadlines and maintain SLA's.

Required Education (Major):

- BS/BA, preferably in Information Systems, Computer Science or Engineering.

- Five or more years of relevant experience may be considered in lieu of degree.

Required Certifications, Licenses, Registrations:

- Cisco certification or verifiable experience.

Experience/Skills Required:

- Experience in a technical field, preferably with responsibility for LAN/WAN configuration, support, and interoperability.

- Experience communicating with corporate customers in a technical support environment.

Travel requirements and frequency: Minimal travel required.

Legal/Financial Responsibilities :
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times.

Communication Skill level: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:
High Skills: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Supervisory / Managerial Responsibilities: This position will interface with divisional and regional staff. This position requires extensive contact with customers, employees, management and the general public. This position will supervise approximately a staff of eight Commercial Customer Support Engineers.

FCC Unit_TWC: 0589
Controlling Establishment ID: 00352 - Charlotte Ballantyne

Time Warner Cable - 19 months ago - save job - block
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About this company
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Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...