Technical Support Job
Time Warner Cable 3,020 reviews - Louisville, KY

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Posting Job Title: Technical Support
Requisition #: 145054BR
Posting Location: Louisville, KY, US
Area of Interest: Customer Service/Member Services
Position Type: Full Time

Posting Job Description


- Ensures customer satisfaction and loyalty by consulting with, assisting and resolving requests, inquiries and complaints, both verbally and in writing.

- Handles inbound calls effectively and efficiently through the use of proactive customer service and have the knowledge and ability to handle sales, repair and billing calls.

- Exhibits strong interpersonal techniques, is positive, pleasant, respectful and customer focused.

- Creates a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value to the call.

- Builds rapport with the customer and assists in retention of the customer.

- Serves as a consultant to the customer.

- Actively listens, communicates clearly, concisely and assures customer understanding.

- Resolves questions/concerns efficiently and effectively through active listening and personalizing techniques and by focusing on adding value.

- Resolves basic problems on the first call, and with a minimum of transfers by consistently improving personal technical knowledge and understanding.

- Resolves product function problems on the phone, thereby minimizing truck rolls through the use of active listening, questioning and probing techniques.

- "Transitions" billing calls to billing specialists, if needed.

- Escalates calls to appropriate service centers, as needed.

- Other duties as assigned by management.


- Associates degree or equivalent experience in related field.

- Requires a minimum of 12 to 18 months Customer Service Experience

- Strong knowledge of PC / networking TCP/IP and the internet.

- Ability to explain LAN and WAN networks to customers

- Knowledge of ICOMS Cable Billing systems.

- Thorough understanding of the Remedy, Scopus Back Office System, Tier 1, Tier 2, and NOC escalation procedures

- Strong Knowledge of Computer Operating Systems (Win 9x, ME, 2000, XP, MAC, etc.), Computer Software (IE, Netscape Navigator, Outlook Express, etc.) and Computer Hardware

- Ability to configure web browser software (i.e. Netscape, Internet Explorer and i.e. Netscape Mail)

- Working knowledge of two-way cable plant

- Working knowledge of modems including cable and KBPS

- High-speed data or other communications experience preferred.

- Ability to retain detailed and important information and/or instruction.

- Must have good organizational skills and prioritizing skills.

- Exhibits the ability to follow direction and the ability to follow-through.

- Strong interpersonal and communication skills.

- Ability to handle multiple tasks.

CB TWC 02/22/13

FCC Unit_TWC: 11153
Controlling Establishment ID: 00859 - Louisville 4701 Commerce

About this company
3,020 reviews
Time Warner Cable (TWC) makes coaxial quiver. The company is the #2 US cable company, after Comcast, with operations in 28 states. Its core...