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Technical Support Rep (SMB)

at Spectrum

Posted: 7/26/2019
Job Status: Full Time
Job Reference #: 1470960

Job Description

Business Title
Rep 1, CustSvc SB Tech Support

Posting Location
United States - Texas - Austin

Posting Job Description
Spectrum Business Repair – Provides basic customer support related to Charter services, including handling basic troubleshooting internet/phone and video issues as well as  basic customer billing inquiries and payments. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.
  
MAJOR DUTIES AND RESPONSIBILITIES
  • Actively and consistently support all efforts to simplify and enhance the customer experience.  
  • Effectively present and discuss Charter products and services.
  • Convey an image of quality, integrity and superior understanding regarding services.
  • Manage customer interactions professionally and efficiently.
  • Effectively address customer questions, complaints and concerns.
  • Remain current and knowledgeable on every aspect of supported product.
  • Facilitate customer issue escalations to local management/support as required.
  • Comply with company and call center policies and procedures.
  • Accurately document customer account records based on actions taken.
  • Fulfill work schedules as required.
  • Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.
  • Keep supervisor informed of any work-related concerns.
  • Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to read, write, speak and understand English
  • Ability to handle multiple tasks
  • Strong organization and time management skills
  • Excellent interpersonal skills
  • Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Education
High school diploma or equivalent
 
Related Work Experience
Experience providing basic technical support to external customers
  
PREFERRED QUALIFICATIONS
Related Work Experience
Previous ACSR experience
Experience working in cable operations and/or telecommunications call center
  
WORKING CONDITIONS
Normal office conditions
 
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability


Requisition #
245767BR

Job Code
CCM121 Rep 1, CustSvc SB Tech Support Nonexempt

Position Type
Full Time

Area of Interest
Customer Service, Information Technology Services, Small Business, Technical Support

Business Unit
Customer Operations

Location
11921 N Mo Pac Expy

FCC Unit
13551

Account Code
X90-54065-637

Controlling Establishment ID
00250 - Austin 11921 MoPac Expy

More on Spectrum
The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

Work State
Texas

Work City
Texas - Austin

Posting Job Title (Do Not Exceed 250 Characters)
Technical Support Rep (SMB)

Zip Code
78759