Community Solutions Technical Support Representative

The Community Solutions Repair Representative works under general supervision and is responsible for and provides technical support to customers experiencing technical issues related to their cable services. This includes troubleshooting problems with their cable/Xumo box, internet connectivity, and other related equipment. The Community Solutions Repair Representative will provide account management support in a manner consistent with Charter's policies, procedures and quality standards.

MAJOR DUTIES AND RESPONSIBILITIES

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Answers phone calls, diagnoses issues, guides customers through troubleshooting steps, and assist with the activation of seamless connectivity and entertainment services within a call center environment.
• Identify potential sales opportunities to upgrade services. Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
• Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
• Answer customer calls, provide clear explanations of technical issues, and guide customers through solutions in a professional and patient manner
• Diagnose and resolve customer technical issues with internet, video, and phone services by asking probing questions to understand the problem and applying appropriate troubleshooting steps.
• Escalate complex issues to higher-level technical support teams when necessary
• Stays updated on the latest cable services, equipment, and features to accurately answer customer questions and address concerns
• Accurately document customer interactions, troubleshooting steps, and resolutions in the company's systems
• Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
• Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
• Demonstrate flexibility by effectively handling additional tasks and assignments as delegated by management. Expectation to take on diverse and evolving responsibilities to support business objectives.
• Ability to perform other duties and/or projects as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English
• Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
• Demonstrated verbal and written communication skills
• Complex problem solving skills
• Proven follow-up skills, accuracy and attention to detail
• Demonstrated customer service skills, including positive phone demeanor Ability to effectively train and offer guidance to other representatives
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
• The successful Community Solutions Repair Representative will have an in-depth knowledge of the Company's Bulk/MDU offerings, technical requirements and billing information

Required Education

High school diploma or equivalent

Required Related Work Experience and Number of Years

Experience working in cable operations and/or telecommunications call center or equivalent combination of education and experience 1+

Preferred Related Work Experience and Number of Years

Previous customer service representative experience 1+

WORKING CONDITIONS

Normal office conditions Works various schedules including holidays

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