CCR I - Technical Support
Suddenlink - Greenville, NC

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NO PHONE CALLS, PLEASE. All correspondence sent via email. Submit resume online.

Under general supervision, the Call Center Technical Support Representative is responsible to address and resolve customer issues and complaints related to their HIGH SPEED INTERNET SERVICE and sell/upgrade products and services by determining customer needs. This position ensures a positive customer experience, by effectively answering and resolving in-bound customer calls, regarding problems with their cable products/ services.

FULL TIME WEEKLY SHIFT = 8am - 10pm, including a Sat and/or Sun

Additional hours may be required, based on business needs.

NON-NEGOTIABLE Rate of Pay = $12.04 / hour + sales commissions

• Provides quality customer service surrounding Suddenlink’s values
• Sell or upgrade products and services by determining customer needs
• Develops a rapport with customers by supporting all Help Desk operations including receiving incoming calls and resolving issues
• Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps
• Resolves service related issues related to Suddenlink products including but not limited to, analog video, digital video, DVRs, HD, High Speed Internet, Home Networking and Digital Telephone by directing customers through a series of troubleshooting steps
• Resolves questions / concerns efficiently and effectively through the use of active listening and personalizing techniques and by focusing on adding value
• Educates customer on use of their PC equipment such as browser, use of email, changing passwords and other member services features
• Effectively uses troubleshooting tools to diagnose equipment or network issues
• Handles inbound calls effectively and efficiently through the use of proactive customer service and call control techniques
• Resolves problems on the first call and with a minimum of transfers by consistently improving personal technical knowledge and understanding
• Adhere to assigned work schedule and occasionally work additional hours, based on business needs
• Performs other functional area duties, as required to meet business needs “
The above accountabilities are not meant to reflect all duties specific to this job”.
Position Requirements
• Possess professional verbal, written and interpersonal communication techniques
• Vision acuity required for extensive use with PC, calculator and reference materials
• Ability to troubleshoot computer, internet applications and other technical problems over the phone
• Ability to perform repetitive motions of the wrist, hands and fingers to use a PC keyboard calculator, fax and other standard office machines
• Ability to perform mathematical calculations
• Ability to use a Windows-based computer and other system related tools
• Ability to sit for extended periods of time
• Ability to multi task in a fast paced customer focused environment
• Ability to lift and move up to 20lbs.
• Must pass validated testing; background & drug screenings
• Required - High school diploma or equivalent
• Required – 1yr HIGH SPEED DATA & internet applications
• Required – 1yr experience in computer helpdesk and troubleshooting basic hardware and connectivity issues
• Proficiency with a Windows-based computer and other system related applications
• Ability to troubleshoot computer and other technical problems over the phone
• Ability to take ownership and initiative to address customer needs
• Ability to prioritize and organize effectively
• Ability to retain detailed information and/or instructions
• Must be objective, assertive, and comfortable in a competitive sales environment
• Must pass validated testing; background & drug screenings
• Professional, fast-paced, multi-tasking, customer focused environment
• Ability to work in climate-controlled areas
• Exposure to typical office environment
Search Firms
Please read carefully:
Suddenlink Communications is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Suddenlink Communications via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Suddenlink Communications. No fee will be paid in the event the candidate is hired by Suddenlink Communications as a result of the referral or through other means.

About this company
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Cequel Communications, which operates through subsidiary Suddenlink, provides cable TV, high-speed Internet access, and phone...