TekWissen LLC
Location
Sandy Springs, GA | United States
Job description
Overview
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is the largest private broadband company in America, providing advanced digital video, Internet, telephone and home security and automation services over its own nationwide IP network. The client is committed to creating meaningful moments of human connection through technology. The largest private broadband company in America, we proudly serve six and a half million homes and businesses across 18 states. They are dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that make each one unique.
Job Title: CCR I-Tech
Work Location: Sandy Springs, GA 30328
Duration: 36 Months
Work Type: Contract
Job Type: Remote
Description:
TCHSUP: Develops and directs overall technical support of all products for CCI's customer service function.
Develops and implements policies for the resolution of service-related inquiries.
Provides a variety of customer service support duties to customers.
Ensures timely and accurate information is provided to customers in a professional manner.
Responds to inquiries through phone, mail email and/or face to face contact with customers. Promotes and sells the company's products and services.
Provides operational management and support at call center locations to ensure efficient and timely resolution of technical support issues.
Analyzes and makes recommendations based on call volume trends and other factors for forecasting future customer service needs including staffing and call capacity.
Resolves service-related issues related to Client products including but not limited to, analog video, digital video, DVRs, HD, Client High Speed Internet and Client Digital Telephone by directing customers through a series of troubleshooting steps.
Educates customer on customer owned equipment such as PC, TVs, VCRs, etc.
Educates customer on use of browser, use of email, changing passwords and other member services features.
Assists customer with reinstalling software, modem issues, TCP/IP settings and other functions by performing detailed troubleshooting and walk through steps.
Effectively uses troubleshooting tools such as EdgeHealth, Polaris, DART and large customer database.
Resolves problems on the first call with a minimum of transfers, truck rolls or Test Desk tickets by consistently improving personal technical knowledge and understanding.
Refers customers to Tier 2 or Test Desk in cases in which the attempts to resolve the service issue were not successful.
When necessary, schedules a service visit at the customer's convenience. 8-Transitionally sells/presents additional Client products to the customer.
Resolves questions/concerns effectively and efficiently thought the use of active listening and personalizing techniques based on the customers needs.
Handles escalated calls from Tier 1 or de-escalated from Tier 2.
Typical Training / Experience
HS diploma, GED or relevant work experience
0-2 years of experience in area of responsibility Dept/Org Scope & Impact
Entry level support role requiring basic skills
Can perform some of the basic tasks within the function
Some impact at the job or department level Problem Complexity
Performs simple, routine work; Selects correct processes from clearly prescribed rules, past practices, or instruction
Seeks advice and guidance on non-routine or problem areas from supervisor.
Any deviations from the norm are cleared by the supervisor/manager Autonomy
Under close supervision, exercises limited latitude/independent judgment
Work typically involves detailed checks or close review of output by a senior co-worker and/or supervisor/manager Knowledge
Assignments require minimal knowledge beyond the assigned work
Demonstrates correct understanding of routine aspects of work
Additional Information:
This role is responsible for proactive outreach to business customers by phone and email to communicate changes in the customer's service that require the customer to take some kind of action, like receiving and self-installing a new device (like a modem) or updating settings on a device they own, like a router.
In some cases, "coaching" the customer through the change is required, meaning the people in this role will provide light technical support and information to our customers to help them take the required action.
This person should be comfortable with making and taking phone calls, capable of learning new systems and tools, and following written procedures.
This person should be customer-focused and able to successfully take a customer through their needed actions to ensure the customer does not have a disruption in service.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
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