Technical Support Rep Job

Time Warner Cable

(Blue Ash, Ohio)
Full Time
Job Posting Details
About Time Warner Cable
Time Warner Cable Inc. (NYSE: TWC) is among the largest providers of video, high-speed data and voice services in the United States, connecting 16 million customers to entertainment, information and each other. Time Warner Cable Business Class offers data, video and voice services to businesses of all sizes, cell tower back-haul services to wireless carriers and enterprise-class, cloud-enabled hosting, managed applications and services.
Summary
Provide residential customers with high level technical support for data, voice, and video services in a manner that is consistent with Time Warner Cable policies, procedures, quality standards, customer needs and applicable local, state, and federal policies. This position responds to network problems and stability concerns. This position proactively utilizes all diagnostic and monitoring tools available to ensure uninterrupted service for all of our customers.
Responsibilities
* Troubleshoot subscriber calls for al Road Runner Residential Customers * Troubleshoot subscriber calls for all Digital Phone Residential Customers. * Troubleshoot subscriber calls for all Video Residential Customers * Review the service calls as they are scheduled by the Call Center Associates to determine if there may be common problems in the same HUB. * Work with TOC to determine if the problem may be area wide as opposed to individual. * Follow-up with TOC if an area problem is suspected. * Review the On-line outage information to determine if the service call may have been scheduled unnecessarily. * Review those work orders scheduled by the Call Center Associates to determine if an additional walk thru may resolve the problem over the phones. * Attempts will be made to contact customers scheduled for a service appointment that day and service calls scheduled in the future. * Follow up with the Technical Support Manager and Training Manager on updating the walk thru steps available through Logical and KEY so that a successful walk thru can be achieved on the first call to the Call Center. * Support the Call Center with technical issues as needed. * Support field personnel as needed. * Work closely with Regional Data Center staff to resolve issues quickly. * Resolve all tickets in a timely manner. * Communicate pertinent information with Division Technical Operations Center (TOC).
Ideal Candidate
* Basic working knowledge of terminal related equipment (Hubs, Routers, switches, servers and various networking components). * Strong PC hardware and software skills (the ability to troubleshoot all aspects of a PC). * Networking experience will be beneficial. * Excellent communication skills required. * Must be able to multi-task and prioritize. * Current working knowledge or familiarity of latest technologies, networking equipment, and tools. * Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. * Ability to deal with problems involving several concrete variables in standardized situations. **Preferred Qualifications:** * Associate Degree preferred in related field. * One year previous help desk support experience preferred
Compensation and Working Conditions

Additional Notes on Compensation

Competitive

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