Uses experience to resolve escalated IPTV, VoIP and DSL or technical support calls from subscribers
Track and monitor open problems to ensure service level standards are met.
Isolate/diagnose and resolve escalated customer hardware and software problems
Troubleshoot reported service problems and duplicate problems in a lab setting
Create, review and recommend detailed documentation updates to maintain knowledge base.
Communicate with customers, team members and enter resolution steps taken into Remedy ticket tracking software
Maintain superior technical knowledge of all products, procedures, marketing and service initiatives
Work directly with the NOC, as well as other departments, and manage IVR in the event of any widespread outage
Take inbound and make outbound calls when call volumn is elevated or work load is light
Work escalated/supervisory customer issues via phone, email, etc.
Works under general supervision. Serves as resource to others for resolution of complex problems and issues.
High school and 3-5 years phone support or related experience.
Experienced knowledge of desktop operating systems including Windows 2000/XP/Vista/7/8 and various MAC OS versions.
Anti-virus, Outlook Express and other personal email, Internet Explorer, and other web browser support experience desired.