Business Class Technical Support (Tier III)
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POST DATE 8/17/2016
END DATE 11/17/2016
Time Warner Cable
JOB DESCRIPTIONPosition Type: Full Time
Time Warner Cable currently seeks Technical Support Representative(s) Tier III for our Business Class Division located in Columbus, Ohio. Below, please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Essential Job Functions:
Answer incoming technical phone calls for Business Class single location solution customers.
Provide technical support/troubleshooting to include knowledge of gateway connectivity, e-mail support, and some ancillary product support.
Work independently and in teams to ensure the success of Time Warner Cable.
Understand customer needs and expectations on every call to ensure an exceptional customer experience
Receive and respond to a high volume of telephone inquiries from internal and/or external customers and provide expert advice and solutions through consultative selling and problem resolution
Develop and maintain a strong customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
Utilize available resources to ensure customer satisfaction and retention.
Educate customers as to how to solve similar technical issues in the future
Listen to customer concerns and diffuse frustration by providing options and solutions
Initiate customer education opportunities regarding existing products and services to drive awareness and thus increased value
Document all pertinent information using the appropriate call-tracking system
Reinforce customer retention through exemplary problem solving, service.
Demonstrate understanding and appreciation of customer priorities and seek out long-term solutions
Two year degree in technology field preferred or comparable experience.
A+ and Net+ certification a plus.
Minimum one year of experience in PC and Macintosh hardware and software and internet technology.
Can speak to customers in a polite and professional manner.
Can assist customers of all technical levels through efficient troubleshooting of PC problems over the phone.
Can use a PC, including word processor, spreadsheet, database and Internet based applications.
Can analyze and implement effective work procedures and processes.
Knowledge of PC and Macintosh Hardware.
Knowledge of Windows 98SE, NT, 2000, XP and Macintosh OS 9.0 and up Knowledge of CATV Technology.
Knowledge of Internet and LAN technology, including TCP/IP Protocols.
Knowledge of UNIX, NOVELL, LINUX is helpful Knowledge of CSG/ICOMS and Remedy Ticketing system
Knowledge of in-house diagnostic tools is helpful Knowledge of DOCSIS specifications
Knowledge of diagnostic tools to troubleshoot DOCSIS Modem issues
Knowledge of legacy modems UBR905 Cisco IOS and RIP routing
Knowledge of basic firewall configuration on IOS based modems.
Basic understanding of RF and the structure of the cable plant Flap List, SNR and various RF plant related measurements
Understanding of IP scopes and sub- netting, Static IP, network and broadcast domains, basic routing RIP
Knowledge of DNS (Domain Name System)
Security Software EZ Armor*
Email client configuration
Hardware Cable Modems/Routers
Legacy modems UBR905 Cisco IOS and RIP routing Basic firewall configuration on IOS based modems
Product Support: Smart Drive, Remote Access, e-mail, DNS Parking and Pointing, Web Hosting, E- Commerce.
More on TWC: Time Warner Cable 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, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.
FCC Unit: 0534
Controlling Establishment ID: 00731 - Columbus Dublin Rd
Job Code: TWCCCM350 Rep 3, Tech Supp (Commercial) Nonexempt