Tier 3 Technical Support Agents Job at Depew

Job Description

Department: Administrative/Clerical

Time Warner Cables Customer Care Department currently seeks Tier 3 Technical Support Agents in our Cheektowaga, NY location. Please find below a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary:

Serve as Tier 3 customer interface to handle more difficult and complex connectivity problems related to the local distribution network; such as plant outages, past due service disconnection, and more advanced broadband competencies. This can include network instruction; wireless set up/troubleshooting, home computer troubleshooting and Digital Phone troubleshooting.

Essential Job Functions:

-Provide support to customer calls on the more complex service issues. Serve as a liaison between the customer and various departments.
-Troubleshoot and resolve problems on high-speed data services and Digital Phone services identify and resolve local network problems.
-Provide networking instruction and support to residential customers, including network configuration, software configuration and network troubleshooting of PC and Macintosh computers.
-Monitor and track all service-related complaints.
-Interact with Tier 1 specialists and resolve escalated problems. Work with management team on more critical issues when necessary.
-Coordinate resolutions with the DNOC and GNOC and report updates to the customer.
-Respond to the complete spectrum of call center questions on how to use products, services and associated equipment.
-Participate in Road Runner and Digital Phone product and technical training for customer service and field operations, including developing troubleshooting guidelines and maintaining expert databases.
-Assist customers with high- speed data and Digital Phone service and may handle some billing, video and on-demand concerns.
-Document performance statistics of the system/network elements.
-Communicate problems as appropriate to management, Road Runner local help desk staff, and Road Runner national help desk staff.
-Perform all other duties as assigned.

Job Requirements

-Proficient with Windows- based computer software applications and operating systems, (i.e.,Win95-98, 2000, NT). And MAC OS 7.5.3 or later.
-Experienced and knowledgeable of LANs, OS integration, Internet protocols and data network systems, such as DNS, IP routing, and TCP /IP port configuration.
-Solid knowledge of network hardware, software and applications, routers and hubs, proxy server environment.
-Must have the ability to identify and troubleshoot computer/network communications problems, including interrupt conflicts, and hardware and software compatibility conflicts.
-A basic understanding of what Voice Over IP is.
-Must have strong communications skills and excellent customer relation skills with the ability to train staff.
-Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently.
-Ability to troubleshoot multiple technical operational problems concurrently.
-Demonstrate ability to meet deadlines while working in a demanding, high-pressure environment.
-Expert knowledge of online services, browsers and HTML applications. Understanding of UNIX operations is a plus.
-Familiarity with the directory structure of an HTTP server
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
Education and Experience:

- High school diploma or general education degree (GED) required; and two years experience in computer/network customer service and support environment or related experience and/or training; or equivalent combination of education and experience.
- Associates degree (A. A.) or equivalent from two-year College or technical school preferred.
Additional Educational Information:
A+ Certification preferred.

Legal/Financial Responsibilities:
Requires adherence to Time Warner Standards of Business Conduct. Position must assist in maintaining the confidentiality of customer and business data at all times

CBTWC 6/11/2013

FCC Unit_TWC: 1811
Controlling Establishment ID: 00334 - Cheektowaga 2875 Union Rd

More on TWC:
Time Warner Cable provides generous benefits. Health care and retirement benefits are significant portions of the total compensation package at TWC, and we invest more in those benefits than most employers. In addition, we offer tuition reimbursement, adoption assistance, competitive paid-time-off programs, work-life resources, and discounted pricing on TWC residential products and services for employees within our footprint. Our hope is that, by providing our employees with rich and flexible benefits, we can help them take care of the people who matter most at work and at home.

Time Warner Cable is an Equal Opportunity Employer M/F/D/V.
Country: USA, State: New York, City: Depew, Company: Time Warner Cable.