Altice USA

Commercial Technical Support

3 weeks ago
Requisition ID
2017-15911
Area of Interest
Customer Service
Business Unit
30210 - Business Services Call Center
Position Type
Regular Full-Time
US-TX-Tyler

Overview

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.

 

The Company offers Suddenlinkbranded digital cable television, highspeed Internet and voice services to residential and business customers across the western, midwestern and southern states. Additionally, for its business customers, Suddenlink provides targeted television and online advertising services.

 

Responsibilities

Perform work in a call center environment. Take incoming technical support calls from Suddenlink Business Services. As needed, respond to internal or external questions in order to resolve customer questions or problems related to Suddenlink video, telephone and high speed data services Handle escalated customer inquiries that were not resolved during initial interaction with the technical support team. Mentor less experienced members of the Technical Support team. Maintain team productivity by monitoring call volume, idle time, wait time, etc. and reporting findings to the supervisor.

 

Responsibilities

  • Answer incoming Technical Support calls
  • Access customer databases and other reference materials to locate customer records and research and resolve customer issues
  • Troubleshoot company approved, service related problems with the customer
  • Update customer records to document all calls, any action taken and required follow-up
  • Assist the customer in learning to use Suddenlink products and services
  • Mentor new and less experienced technical support representatives
  • Resolve escalated calls forwarded by members of the technical support team and provide appropriate feedback to the supervisor, as needed
  • Create and/ or update miscellaneous projects and reports as assigned by the supervisor
  • Work assigned schedule

 

Essential Functions

  • Regular attendance during scheduled shifts
  • Ability to use a keyboard
  • Ability to use a computer and standard office equipment
  • Ability to effectively communicate by telephone
  • Ability to read, write and communicate orally

Qualifications

High school diploma or equivalent

  • Must be proficient in performing all the primary functions of the Technical Support group, including resolving all routine inquiries related to Suddenlink video, telephone and data services and products Ability to prioritize and organize effectively
  • Ability to multi-task
  • Ability to work independently and with others
  • Proficiency with company billing system
  • Proficiency with system-related tools
  • Proficiency with Windows-based computer
  • Proficiency with MAC-based computer preferred
  • Keyboarding skills
  • Service excellence as indicated by average Quality ratings of 85% or better
  • Demonstrated mentoring skills, as evidenced by helping less experienced workers successfully perform their jobs
  • Demonstrated skill in resolving the most complex customer issues and escalations

 

 

Preferred Experience

  • At least one year in teachnical support preferred
  • Call center, technical support, customer service and/or sales experience preferred
  • Post-high school education a plus
  • Spanish proficiency desirable in some locations.

 

Working Conditions

  • Office environment

 

 

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drugfree and smokefree workplace.

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