Tier III Technical Support

Snelling Staffing is currently recruiting for Tier III technical representatives for Time Warner Cable.  The purpose of this position is to provide advanced inbound telephone support for video, data, and digital products for the 3 PM - 12 midnight shift; 5 days per week (including weekends).

 

ESSENTIAL DUTIES AND RESPONSIBILITIES:


To provide excellent customer service by answering inbound phone calls from customers and resolving their issues in a professional and timely manner. Special emphasis on advanced troubleshooting is required.
Interface with customers, Road Runner RDC, TWC NOC, RR National Help Desk, AOL, Earthlink, other ISP?s with which TWC has business relationships, and other departments, as necessary.




Maintain problem ownership & accountability.




Contribute to the development and maintenance of expert database, and call tracking systems.




Responds to phone, e-mail and remedy generated trouble tickets and service related questions in a timely manner.




Continually trains and updates knowledge of new product upgrades and releases.




Utilizes Time Warner communications e-mail systems to retrieve and send messages.




Give prompt resolution of customer problems/issues that are of a complex technical nature.




Set priorities, schedules/ reschedules of service calls. Determine service outages.




Knowledge and proficiency in AS400 and ICOMS and all appropriate coding and screens.




Must be able to trouble shoot complex technical support incidents, including LAN environment issues, TCP/IP, AMS, operating system configuration, multi-modem and specialized technical problems.




Provide reporting and data analysis as required.




All aspects conducive to ensuring "Total Customer Satisfaction".




Other duties as they are assigned.





 

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:


Prior customer service experience is required, inbound technical telephone support experience is desired. PC hardware configuration & installation. Modem configuration & installation (in depth knowledge of NIC installation and configuration).




Internet Browsers (Explorer, Netscape), understanding of HTML functionality.




PC Cabling and installation PC software installation.




Working knowledge of LAN topologies, OS integration, and networking concepts/ technologies such as DNS, IP routing, and TCP/IP port configuration. Internet E-Mail Clients.






In depth knowledge of installation, configuration and administration of: Windows NT, Windows 2000, Windows 98, Windows XP, Windows ME.




Working knowledge of routers, switches and hubs.




Basic knowledge of MAC environments.




Working knowledge of proxy server environments and virtual private networking (VPN) environments.




Internet Applications (IE: IRC, ICQ).




Configure PC software requirements such as TCP/IP, DHCP, and DNS.




Must be aware of how it operates.




Must have experience with Internet browsers (Internet Explorer and Netscape).




Ability to identify and troubleshoot computer/network communications problems, including interrupt conflicts, hardware and software compatibility conflicts.




Must have a familiarity with Internet e-mail (Outlook Express).




Requires excellent verbal, written and interpersonal communication skills, ability to handle various tasks simultaneously.




Organizes, prioritizes, make decisions and works efficiently and effectively under deadlines.




Must have adaptability and the ability to work in a team environment.




The ability to learn quickly and apply knowledge is required.




Must have a positive attitude and be able to present a professional image at all times.




Required to understand and meet quality assurance, productivity and attendance standards.




May be required to work various shifts or overtime.




Performs other duties as assigned.





 

REQUIRED EDUCATION:


High school diploma or equivalent is required.




Network +, A+, CCNA, or MCP-MCSA-MCSE certifications and/or College degree in IS or IT is required.





 

REQUIRED WORK EXPERIENCE:


Requires 1 to 3 years? inbound technical/customer service telephone support experience.





 

QUALIFICATIONS AND CORE COMPETENCIES:


Excellent customer service.




Awareness of Industry Dynamics.




Ability to work in a team environment.





 

ESSENTIAL MENTAL FUNCTIONS:


Must be able to troubleshoot and correctly diagnose problems quickly and efficiently.




Must be able to exercise good judgment when communicating with customers.





 

WORK ENVIRONMENT/HOURS:


Required to work during inclement weather.




May be required to work overtime when needed.




Flexibility to change schedules based on needs of the department, which operates 24/7/365.



 

PLEASE MAKE CERTAIN THAT ALL MINIMUM

REQUIREMENTS FOR THE POSITION ARE MET BEFORE APPLYING