Posted: Wednesday, May 10, 2017 6:49 PM
A leading national telecommunications, media and entertainment company, Altice USA delivers residential and business services to more than 4.6 million total customers across 20 states. Our 18,000 employees have an unwavering commitment to customers and to providing quality products and outstanding service. Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience. The company offers Suddenlink:branded digital cable television, high:speed 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. At Suddenlink, we respect the individuality of all members of our team and value the richness that diversity brings to our workforce. Suddenlink is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.Job Summary Perform work in a call center environment. Take incoming technical support calls from Suddenlink Business Services. As needed, respond to internal questions from TSR I employees working 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 callsAccess customer databases and other reference materials to locate customer records and research and resolve customer issuesTroubleshoot company approved, service related problems with the customerUpdate customer records to document all calls, any action taken and required follow:upAssist the customer in learning to use Suddenlink products and servicesMentor new and less experienced technical support representativesResolve escalated calls forwarded by members of the technical support team and provide appropriate feedback to the supervisor, as neededCreate and/ or update miscellaneous projects and reports as assigned by the supervisorWork assigned scheduleQualifications / Requirements High school diploma or equivalentMust 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 effectivelyAbility to multi:taskAbility to work independently and with othersProficiency with company billing systemProficiency with system:related toolsProficiency with Windows:based computerProficiency with MAC:based computer preferredKeyboarding skillsService excellence as indicated by average Quality ratings of 85 or betterDemonstrated mentoring skills, as evidenced by helping less experienced workers successfully perform their jobsDemonstrated skill in resolving the most complex customer issues and escalations Preferred Experience At least one year as CCR I : Tech Support preferredCall center, technical support, customer service and/or sales experience preferredPost:high school education a plusSpanish proficiency desirable in some locations.
• Location: Lubbock
• Post ID: 12994378 lubbock