This job has expired, please see additional jobs below
Trouble Call Resolution Group, Associate
Mediacom Communications
West Des Moines, IA, United States
Job Details - this job has expired, please see similar jobs below
General Responsibilities:
The Trouble Call Resolution Associate plays a very important role and will interact with customers and internal technicians. You will contact customers, prior to sending a physical technician, and work to resolve a problem to the customer's satisfaction. This will save both the customer and Mediacom time and money. Additional responsibilities include: identifying repeat trouble calls caused by improper diagnosis by both call center agents and/or field technicians that may lead to a poor customer experience. Strong customer service and problem solving skills are vital in this role.
Specific Responsibilities:
• Responsible for identifying, reporting and auditing open trouble calls placed by Customer Care agents to ensure accuracy to reduce expenses associated with incorrectly diagnosed problems or system related issues affecting multiple customers.
• Audit near real-time trouble calls entered into CSG/Arris
• Confirm agents findings by reviewing tools like ServAssure and Maxion
• Identify and report training opportunities via internal reporting processes
• Contact customers and troubleshoot misdiagnosis issues to resolution
• Interface with Vendors on product failures and/or reoccurring performance issues
Preferred/Experience Skills:
• Experienced with Mediacom’s billing and scheduling application (CSG)
• Familiar with Maestro and the DAC in terms of provisioning (HIT’s, INT’s and Walled Garden)
• Ability to multi-task with limited supervision
• Good communication skills are required
• Ability to work flexible hours, including evenings, weekends, holidays and overtime as required
• Knowledge of Microsoft Office suite a plus
• Ability to work required days and hours
Keywords: Customer Service, Technical Support, Technician