WOW! Internet Cable Phone Tech Support Representative in Newnan, Georgia
Technical Support Rep-CSO
This position is responsible for delivering excellent service to internal and external customers who call WOW! regarding new sales; customer retention; billing inquiries; and technical/trouble calls. In addition, this position will also assist in keeping field assignments running smoothly and efficiently by acting as an interface between field operations and customer care so that technical issues are resolved promptly.
Duties and Responsibilities:
Answers incoming telephone calls and responds to customer requests regarding service issues in a timely and accurate manner
Advance troubleshooting and resolution of various internet, networking, VOIP, and telephony applications
Uses computer systems to identify, research and resolve customer issues
Provides customers with an accurate and thorough diagnosis of their problem, with a focus on "one call resolution"
Utilize troubleshooting techniques and/or remote access to resolve customer issues. If unable to resolve, provide quotes for additional services
Identifies and escalates priority issues; when necessary, transfers calls to the appropriate department
Complete installation and service work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)
Monitor technician work progress against scheduled appointment windows
Reschedule incomplete work orders and verify the rescheduled timeframe is convenient for the customers
Maintain ongoing customer contact to help ensure appointments stay on track
Follow established CSO processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact
Manage install and service quota as appropriate for each market
Accurately completes required paperwork and/or documentation associated with each customer interaction
Other duties as assigned
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must possess a high school diploma or equivalent
Two years of troubleshooting experience in PCs and network environments is preferred
One year customer service experience
Some college and/or technical certifications in the IT/Networking field is preferred
Excellent oral communications skills including active listening skills and telephone etiquette are required
Must be able to calculate figures and amounts
Must be able to multi-task and function effectively and consistently in fast-paced environment
Flexibility in scheduling which may require evening and weekend hours
Proficient use of all Microsoft Operating Systems
Experience with Macintosh is preferred
Operating knowledge of current hardware and software, common to the small business environment
Ability to use Word processing, Internet software and e-mail.
Must be able to operate office equipment to include telephone, headset, computer, and printer
Physical Demands/Working Conditions:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to perform computer functions and operate routine office equipment
Must be able to verbally communicate with customers
Must be able to sit for extended periods of time
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer
WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer