Responsible for supporting call center Customer Account Executives (CAE)
with high speed internet and DVD technical escalated problems,
answering complex questions resolving customer issues. Transfers of
knowledge to reduce repeat questions. Provides feedback to supervisors
regarding CAE performance and training needs. Ensures adherence to the
Company Quality Experience (CQE). Has developed specialized
knowledge/skills in own area. May act as a resource for colleagues with
Employees at all levels are expect to:
you do your job
customers first, give them seamless digital options at every touchpoint,
and make them promoters of our products and services
game-changing technology, products and services, especially our digital
tools and experiences
open to new ideas
brings more employee and customer feedback into the company - by joining
huddles, making call backs and helping us elevate opportunities to do
better for our customers
systems, internet/IP, web browsers, e-mail and other PC operating and
connectivity technologies. Diagnoses PC hardware, software, operating
system and cable modem and cabling issues.
successfully evaluate and resolve escalated help desk tickets in a
timely manner and follows-up with customer to ensure resolution.
network configuration issues from the modem to the Internet backbone
(e.g. misallocated IP, duplicate IP, router configuration, etc.).
resolve complex customer issues.
interest and ability in working with all levels and types of customers.
expectations (increased KPI/MPS).
nights and weekends, variable schedule(s) and overtime as necessary.
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