What are the responsibilities and job description for the Technical Support Specialist position at Optimum?
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
As contact centers for Optimum (An Altice USA Company), our mission is to provide effective and efficient customer service and technical support while ensuring resolution of hardware issues for our valued customers. The primary function of the Business Class Technical Support Representative is to provide customers with real-time support for their Optimum Business products while closing tickets efficiently. The Technical Support Representative is responsible for ensuring that customer relationships are managed through excellent communication and technical acumen in each interaction
Responsibilities
- First level customer troubleshooting to Optimum Business customers, through phone, for all Optimum products and services, including support of multiple devices, depending on business needs (e.g. Smart WIFI, Programming Packages, Optimum Voice, Optimum Online, Optimum One, Optimum Mobile, etc.).
- Explain product values to initiate service changes, handle customer disputes regarding customers' accounts, and general and technical product inquiries consistent with the Optimum brand.
- Own the customer's issue, in real time from start to finish by troubleshooting and diagnosing technical issues and offering resolution, working simultaneously with multiple software applications.
- Consistently following up on promises and commitments on a timely basis, and appropriately identify and escalate unresolved issues.
Qualifications
- High school diploma or equivalent. Some College preferred
- 1 years of customer service experience in a performance managed environment that is a technology focused with high volume troubleshooting through phone, email and chat
- 1 years demonstrated experience with the use of PCs, including familiarity with and experience in the use of industry standard applications, along with the ability to navigate in a multi-window based environment. Should have demonstrated expertise in one or more of the following specialties: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, IP Products, New Technology) and Communications such as cellular
- Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills. Must be able to exhibit written and oral communications skills to a standard as set by Altice
- Analytical problem solving skills and basic math skills required
- Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
This role is in a union and covered by a collective bargaining agreement.
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Salary : $37,500 - $47,500
