AlticeUSA/CSC Holdings

  • Technical Customer Care

    Posted Date 2 weeks ago(6/6/2018 12:18 PM)
    Requisition ID
    Area of Interest
    Customer Service
    Business Unit
    Business to Consumer
    Position Type
    Job Location : Location
  • Overview

    Altice USA (NYSE: ATUS) is one of the largest broadband communications and video services providers in the United States, delivering broadband, pay television, telephony services, proprietary content and advertising services to approximately 4.9 million Residential and Business customers across 21 states through its Optimum and Suddenlink brands.

    From high-speed broadband and ultra-HD video, to digital advertising solutions, local news and voice offerings, we are making connections possible around the country -- to businesses, to consumers, to communities, to schools, to hospitals, and everyone in between.

    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.


    Job Summary

    We are seeking energetic and reliable professionals to join our team as a General Technical Support Agent. The successful candidate will be responsible for answering incoming customer calls while providing an optimum customer service experience. The primary activities of the position will include, but is not limited to: troubleshooting technical support calls from both Residential and Business customers who are using Optimum Phone, Television, Online/ Router, and advanced internet with support of multiple devices. The candidate will be responsible for guiding and educating through established troubleshooting procedures, general product knowledge, in addition to general call handling of customer inquiries. Service delivery requires up-to-date knowledge of Optimum practices and policies to create new and unexpected value with every interaction while fostering a culture of service excellence.




    • Responsible for providing professional, courteous, and accurate service support to Optimum customers focusing on achieving high levels of customer satisfaction.
    • Provide routine customer service, technical, general and billing support including, but not limited to: TV and Internet product service issues, scheduling/modifying appointments, explaining billing statements to customers, handling collection issues, issuing credits and adjustments, explaining products and differentiating values.
    • Effective and efficient handling of customer transactions in real time including, but not limited to: working simultaneously with multiple software applications, immediate/direct keyboarding into customer service information systems, consistently following up on promises and commitments on a timely basis, and appropriately identify and escalate unresolved issues.
    • Effectively communicate, using customer friendly and appropriate language, to explain customer bills, explain product values to initiate service changes, handle customer disputes and general and technical TV and Internet inquiries consistent with Optimum standards.  

    Must be able to work evening and weekend hours after 5 weeks of training (Monday through Friday 9am - 5:30pm)


    Request for flexibility is a Must since the hours are subject to change based on the business need


    Qualifications / Requirements


    • High school diploma or equivalent. Some College preferred.
    • 1+ years of customer service experience in a performance managed environment.
    • Demonstrated experience with the use of PCs, including familiarity with and experience in the use of industry standard applications, along with the ability to navigate in a multi-window based environment. Should have demonstrated expertise in one or more of the following specialties:       Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, New Technology) and Communications.
    • Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills. Must be able to exhibit written and oral communications skills to a standard as set by Optimum.
    • Analytical problem solving skills and basic math skills required.
    • Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Optimum standards.
    • Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time.
    • Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.


    We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace.


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