What are the responsibilities and job description for the Community Solutions Technical Support Representative position at COMMON - A Users Group?
Community Solutions Repair Representative works under general supervision and is responsible for providing technical support to customers experiencing issues related to their cable services. This includes troubleshooting problems with their cable / Xumo box, internet connectivity, and other related equipment. The Representative will provide account management support in a manner consistent with Charter’s policies, procedures, and quality standards.
Scroll down for a complete overview of what this job will require Are you the right candidate for this opportunity
Actively and consistently support all efforts to simplify and enhance the customer experience.
- Answers phone calls, diagnoses issues, guides customers through troubleshooting steps, and assists with the activation of seamless connectivity and entertainment services within a call center environment.
- Identifies 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 issues with video, data, and phone services utilizing all available diagnostic tools and resources.
- Answers customer calls, provides clear explanations of technical issues, and guides customers through solutions in a professional and patient manner.
- Diagnoses and resolves customer technical issues with internet, video, and phone services by asking probing questions to understand the problem and applying appropriate troubleshooting steps.
- Escalates 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 documents 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 an appropriate sense of urgency.
- Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures.
- Demonstrates 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 Skills / Abilities and Knowledge
Required Education
High school diploma or equivalent.
Required Related Work Experience and Number of Years
Experience working in cable operations and / or telecommunications call center or equivalent combination of education and experience 1 years.
PREFERRED QUALIFICATIONS
Previous customer service representative experience 1 years.
WORKING CONDITIONS
Normal office conditions. Works various schedules including holidays.
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Mental Requirements
Charter Communications is an Equal Opportunity Employer - Minority / Female / Veteran / Disability.
Created or Revised Date
12 / 20 / 2024
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 $36.35 . 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 Enterprise, and Spectrum Reach. When you join us, you’re joining a strong community of more than 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.
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. Learn about our inclusive culture.
J-18808-Ljbffr
Salary : $20 - $36
