What are the responsibilities and job description for the Customer Care/Technical Support Representative position at MCTV?
Customer Care/Technical Support Representative
Description
Responsible for managing incoming calls, e-mails and online chat inquiries from customers; generating sales leads that develop into new customers and identifying and assessing customers’ needs to achieve satisfaction. THIS POSITION IS TEMPORARILY A “WORK FROM HOME” POSITION. THIS IS SUBJECT TO CHANGE. TRAINING WILL TAKE PLACE REMOTELY AND/OR ON-SITE. CANDIDATE MUST HAVE SUITABLE ARRANGEMENT TO WORK FROM HOME WITH MINIMAL INTERRUPTIONS.
Essential Duties and Responsibilities
In this role, the Customer Care/Technical Support Representative has primary responsibility to:
· Sell MCTV services – Internet, cable television, phone, and security packages
· Be able to work with telephone system, computer network, and common office equipment
· Answer customer questions regarding billing, TV services, including set-top boxes, common computer/cable modem questions, telephone service issues and display proper phone etiquette
· Communicate clearly to customers through active listening, answering questions accurately and completely, resolve problems with one phone call
· Physically sit at workstation for 8 hours per day.
The Customer Care/Technical Support Representative must successfully complete the training process to show:
· Thorough understanding of MCTV’s billing system to access customer and unit inquiries, account balances, and work order and service call creation
· Thorough understanding of MCTV’s internal monitoring systems, system maps, service call history, statements and campaigns
· Thorough knowledge of troubleshooting techniques for customers’ cable television, Internet, and telephone issues
Qualifications
· Must submit to successfully complete background check and drug test
· High School Diploma or GED required
· Previous sales experience preferred
· Previous employment as Customer Service/Technical Support Representative preferred
· Excellent verbal skills
· Technical knowledge of computers, email and Internet preferred
Job Type: Full-time
Pay: From $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
Education:
- High school or equivalent (Required)
Work Location: In person
Salary : $16