TOC Analyst, Commercial

Time Warner Cable

(59 Paidge Ave)
Full Time Evenings Weekends Entry-Level
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
Time Warner Cable’s Commercial Services Department currently seeks a TOC Analyst at their Paidge Avenue, Brooklyn, NY location.
Responsibilities
- Collect and store all outage information, giving periodic updates and confirming restoration of service, or following escalation or ticket process. - Proactively monitor all areas of the Time Warner Cable HFC system. - This includes tracking and preparing for Pay-Per-View and TV events, special or unique weather conditions, planned construction or maintenance activities, temperature, intrusion alarms and any event/plant related issues impacting Business Class HFC customers. - Track and establish trends based on pending trouble call problem codes/trouble call fix codes. - Compare current activity against these trends. Recommend corrective action when necessary. - Monitor repeat trouble call customers forward unresolved issues to technical management. - Maintain customer contact throughout the resolution process. - Comprehend and use TOC process flows to effectively respond to and manage all outage requirements. - Build and maintain positive relationships with internal and external customers on an ongoing basis. - Also keep a positive attitude throughout the workday and strive to be a team player. - Establish on-going communications with members of the technical team, supervisors, managers, contractors, and all other appropriate people or companies involved in a declared outage. - Provides training and feedback to TOC employees to improve overall knowledge and response time to the customer. - Provide feedback and recommendations to management on training needs as appropriate and provide management detailed shift reports. **Legal or 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.
Ideal Candidate
**Education & Experience:** - High school diploma or general education degree (GED); or zero to three months related experience and/or training; or equivalent combination of education and experience. **Communication Skills:** * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. * Ability to write routine reports and correspondence. * Ability to speak effectively before groups of customers or employees of organization. **Reasoning Ability:** * Ability 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. **Specialized Skills:** * Working knowledge of all TWC products and the ability to use appropriate terms and acronyms when discussing PPV, VOD, Fiber, HSD, Plant and Telephony. * Demonstrated ability to use ASCR, Unified, CMIT, Webnostics, iEventrak, Alerting System, email, IM, MS Excel & Word & IE. **Preferred Qualifications:** - Familiarity with network topology. **Materials and Equipment used:** * Personal computers. * All products provided to TWC customers, including HSD, Video, VOD, DVR, Wireless Networking, Digital Phone. * Ancillary products used in conjunction with TWC products, including HD & SD TVs, wireless gateways and bridges, plasma & LCD TVs, personal computers. **Travel requirements:** - No travel required.
Compensation and Working Conditions

Working Conditions

Schedule; Sunday - Thursday, 11pm - 8am

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