Community Solutions Technical Support Representative
Company: SPECTRUM
Location: San Diego
Posted on: February 28, 2025
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Job Description:
JOB SUMMARYThe Community Solutions Repair Representative works
under general supervision and is responsible for and provides
technical support to customers experiencing technical issues
related to their cable services. - This includes troubleshooting
problems with their cable/Xumo box, internet connectivity, and
other related equipment. - The Community Solutions Repair
Representative will provide account management support in a manner
consistent with Charter's policies, procedures and quality
standards.
MAJOR DUTIES AND RESPONSIBILITIESActively and consistently support
all efforts to simplify and enhance the customer experience.
-Answers phone calls, diagnoses issues, guides customers through
troubleshooting steps, and assist with the activation of seamless
connectivity and entertainment services within a call center
environment. - -Identify potential sales opportunities to upgrade
services. - - Responsible for providing quality service to
customers via phone in account activation, maintenance, billing,
problem solving, medication, enhancement, troubleshooting and, when
required, de-activation. -Handles full-service end to end billing
related questions, issues and concerns ranging from general
questions to payment related items as well as Video, Internet and
Voice repairs by troubleshooting with customers to resolve
difficult issue with video, data and phone services utilizing all
available diagnostic tools and resources -Answer customer calls,
provide clear explanations of technical issues, and guide customers
through solutions in a professional and patient manner -Diagnose
and resolve customer technical issues with internet, video, and
phone services by asking probing questions to understand the
problem and applying appropriate troubleshooting steps. -Escalate
complex issues to higher-level technical support teams when
necessary -Stays updated on the latest cable services, equipment,
and features to accurately answer customer questions and address
concerns -Accurately document customer interactions,
troubleshooting steps, and resolutions in the company's systems
-Assists field employees in setting up and authorizing customer
accounts, schedules and cancels work orders for technicians
-Demonstrates accountability by following through on all necessary
customer touch points with appropriate sense of urgency -Works with
upper management to streamline troubleshooting processes as well as
create and maintain appropriate troubleshooting procedures
-Demonstrate flexibility by effectively handling additional tasks
and assignments as delegated by management. Expectation to take on
diverse and evolving responsibilities to support business
objectives. -Ability to perform other duties and/or projects as
assigned. - -
REQUIRED QUALIFICATIONSRequired Skills/Abilities and
KnowledgeAbility to read, write, speak and understand
EnglishKnowledge of billing systems as well as troubleshooting for
Video, Internet and VoiceDemonstrated verbal and written
communication skillsComplex problem solving skillsCustomer
ServiceTechnical SupportProven follow-up skills, accuracy and
attention to detailDemonstrated customer service skills, including
positive phone demeanorAbility to effectively train and offer
guidance to other representativesProficiency with PCs, Microsoft
Office Suite and general intranet navigationThe successful
Community Solutions Repair Representative will have an in-depth
knowledge of the Company's Bulk/MDU offerings, technical
requirements and billing information - -Required EducationHigh
school diploma or equivalent -Required Related Work Experience and
Number of YearsExperience working in cable operations and/or
telecommunications call center or equivalent combination of
education and experienceCustomer Service Experience (1+
years)Technical Support Experience (1+ years) - -Preferred Related
Work Experience and Number of YearsPrevious customer service
representative experience 1+ -WORKING CONDITIONSNormal office
conditionsWorks various schedules including holidays -#LI-MG1
COP150 2025-48891 2025
Here, employees don't just have jobs, they build careers. That's
why we believe in offering a comprehensive package that rewards
employees for their contributions to our success, supports all
aspects of their well-being, and delivers real value at every stage
of life.
A qualified applicant's criminal history, if any, will be
considered in a manner consistent with applicable laws, including
local ordinances.
The base pay for this position generally is between $20.00 and
$30.30. The actual compensation offered will carefully consider a
wide range of factors, including your skills, qualifications,
experience, and location. We comply with local wage minimums and
also, certain positions are eligible for additional forms of other
incentive-based compensation such as bonuses.
Get to Know Us Charter Communications is known in the United States
by our Spectrum brands, including: Spectrum Internet -, TV, Mobile
and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach.
When you join us, you're joining a strong community of 95,000
employees working together to serve nearly 32 million customers in
41 states and keep them connected to what matters most. Watch this
video to learn more.
Who You Are Matters Here We're committed to growing a workforce
that reflects our communities, and providing equal opportunities
for employment and advancement. EOE, including disability/vets.
Keywords: SPECTRUM, San Diego , Community Solutions Technical Support Representative, IT / Software / Systems , San Diego, California
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