H.S.I. TECHNICAL SPECIALIST I

Time Warner Cable H.S.I. Technical Speacialist I purpose is basic troubleshooting of High Speed Internet products and services and educating customers about PC equipment, e-mail, software and cable modems in a high volume/high-demand inbound call center environment.

 

DUTIES & RESPONSIBILITIES:

? Answer basic customer inquiries regarding High Speed Data Services.  Troubleshoot customer problems or complaints and attempt to resolve issues using a variety of structured processes.  Determine when the issue should be escalated to the next level.  Contact with customers is through a variety of mediums including telephone, chat software and e-mail.

? Diagnose and resolve technical issues regarding connectivity, basic e-mail, newsgroups, web space, field tech, education and billing issues as they relate to HSI products using prescribed troubleshooting methods. Determine when the issue should be escalated to the next level.  Maintain customer information tracking system. 

? Set up e-mail accounts, passwords, etc.

? Inform manager of all unresolved customer issues. 

 

KNOWLEDGE, SKILLS & ABILITIES:

?  Working knowledge of e-mail protocol, such as setting up e-mail accounts, passwords, etc.

?  Must be able to work in a team oriented, high demand and fast paced environment.

?  Ability to multitask.

?  Ability to sit, working on both a phone and computer, for extended periods of time.

?  Must be able to effectively resolve problems and be efficient in a fast paced, team oriented environment.

?  Demonstrated phone skills and etiquette.

?  Ability to operate a PC keyboard and working knowledge of computers and the Internet.

 

MINIMUM QUALIFICATIONS:

Three years experience working in a fast paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction; or equivalent combination of education and experience.  Two years of experience with broadband product (voice, video and/or data) technical support.  Must have strong verbal and written communication skills, basic math, and organizational and problem solving skills with consistent accuracy. Also requires strong initiative and ability to work without close supervision.  Must possess strong analytical skills, ability to create reports and track data. Must have a strong knowledge of residential telephone services including home wiring and troubleshooting of phone peripherals is essential. Must posses strong understanding of the different residential telephone features such as but not limited to call waiting, ACR, voice mail and call forwarding. Typing speed of 40 WPM is required. Must be available to work flexible hours including evenings and weekend.  Ability to follow schematics, diagrams or flow charts and the ability to interpret technical instructions, analyze various systems to define and resolve performance issues.  Must have a solid technical under­standing of network hardware, software and applications; working knowledge of local area networks (LAN), Internet Protocols (IP), Windows and Mac operating systems and Internet applications.  Preference given for cable (RF) experience, NCTI certifications, residential telephone and CLEC experience. BS or BA degree in computer science, business administration or related field preferred.  CTIA (A+, i-Net+, Network+), Microsoft certifications desired.

 

WORKING CONDITIONS:

Will be sitting at a desk taking phone calls and working on a computer terminal in an office cubicle 95% of the time; includes inputting on a keyboard, taking a high volume of phone calls and speaking with customers.  Also requires reading, some writing and organizing paperwork.

 

 

 

Please apply online: www.timewarnercable.com/careers