Senior Customer Service - South Denver

Spherion has openings for Senior Level Technical Customer Service to start on Monday, August 7 in the DTC area!

 

*Network/System Administrators

 

PURPOSE STATEMENT: The high-speed Internet TSR (Technical Service Representative) Level 2 is responsible for providing the highest level of last line technical assistance, support, and customer service to high-speed Internet and/or Digital Phone customers.  Level II TSRs must be technically inclined individuals that possess a natural ability to deliver exceptional service using effective, professional, and positive demeanor in all communications.

 

WORK DAYS: Flexible (Includes Sat/Sun)
WORK HOURS: Flexible (8am ? 11pm)

 

MAJOR AND ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

? Responsible for troubleshooting high-end technical support related issues and providing customer service to residential high-speed Internet, Digital Phone, and Video customers.

? Provide technical phone support for our HSI subscribers and field technicians through competent diagnosis/troubleshooting of software/hardware problems including identifying customer premises issues.

? Evaluate, diagnose, fix, and/or escalate network problems using a variety of support systems and basic networking troubleshooting tools such as Ping, Tracert, Telnet, etc.

? Provide last line support/repair ensuring all necessary troubleshooting has been exhausted prior to dispatching a truck to the customer premise and/or escalating to other departments.

? Troubleshoot connectivity, DHCP, RF, modems, routers, email delivery platforms, PC/client hardware/software configurations, domain issues, DNS problems, and web hosting while providing exemplary customer education.

? Maintain accurate tracking of problems/issues in Remedy, CSG, and other IT systems.

? Expert in identifying and troubleshooting network connectivity, latency, packet loss, and bit error rates.

? Answer occasional general information inquiries regarding pricing, service, and/or installation.

? Excellent listening, written, and verbal communication skills.

? Provide back-up technical support for the Digital Phone line of business.

? Demonstrate end-to-end ownership of all issues presented to you while acting as the customer?s liaison.

? Provide assistance to new support representatives.

? Attend and actively participant in meetings and trainings.

? Assist, coach, train support representatives on work related procedures and products.

? Assist with error trending and analysis and feedback sessions.

? Performs QC check and feedback on all work presented to you.

? Continually work with team(s) to improve processes, procedures, and work environment.

? Ability to use strong analytical and problem solving skills.

? Punctual, regular, and consistent attendance.

? Ability to work overtime, as needed.



HUMAN RELATIONS:

? Has extensive contact with division/system personnel, corporate support teams, advanced service customers, and the general public.



 



MINIMUM QUALIFICATIONS:

? High school diploma or general equivalency degree.

? Net+ and/or A+ certification(s) or equivalent network or hardware experience.

? Two (2) years troubleshooting/technical support experience plus one year of direct customer service experience in a high-contact, technical service related environment.

? Must demonstrate knowledge of Windows 95, 98, Me, NT, 2000, XP and Macintosh operating systems.

? Must demonstrate knowledge of computer hardware/software configurations, modem configurations, and experience with the software installation process.

? Must demonstrate knowledge of Internet, news, browsers, and mail client configurations.

? Must demonstrate knowledge of the following protocols: TCP/IP, DCHP, DNS, SMTP, POP, FTP, HTTP, HTTPS, SNMP, IMAP, etc.

? Must demonstrate knowledge of WWW, Internet, LAN/WAN networking, and computer cabling.

? Must possess excellent communication skills, with an innate ability to articulate relevant information in a concise, organized manner.

? Ability to establish and maintain an effective rapport/relationship with customers.

? Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex problems.

? Exceeds or maintains minimum phone adherence and departmental standards.

? A minimum of 2-3 years previous experience in telecommunications or telecommunications related field.

 

PREFERRED QUALIFICATIONS: (All minimum qualifications plus the following)

? Associate?s Degree (A.A.) or equivalent from two-year college/technical school or equivalent combination of education and experience.

? Previous experience troubleshooting high-speed Internet and/or broadband products within the cable industry.

? Certifications such as CCNA, A+, Net+, and/or MCP(s) are a plus.

? Experience with IP-over-cable (DOCSIS) applications is a plus.

? Knowledge and/or previous experience with RF/cable plant and the PSTN/POTS a plus.

? Familiarity with the CSG billing system and ticketing systems.

? Desire to work in a fast paced, rapidly evolving environment.

? Ability to work with minimal direction, as a member of a team and/or alone.

? Adaptable to flexible schedules based on call center needs.

 

WORKING CONDITIONS:

Materials and Equipment Used:  Personal computer, modem, printer, general office equipment such as telephones, reference materials, copier, fax, electronic information systems.

 

Physical Requirements: Primarily works inside.  Employee may sit for long periods of time answering phones, typing, and working on a computer.  Employee will communicate via face-to-face, telephone, e-mail, IT systems, and other types of written correspondence.

 

To apply please go to