Business Tech Support Assoc-CC in Augusta, GA at WOW!

Date Posted: 6/11/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Augusta, GA
  • Experience:
    Not Specified
  • Date Posted:
    6/11/2021
  • Job ID:
    REQ-2021-1419

Job Description

This Business Technical Support Associate provides advanced technical support (HSD, Phone, Video) to Business Services customers across all billing systems.  This role will also handle trouble tickets through various ticketing systems.  

Duties and Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Handle inbound technical support calls using all available support tools 

  • Troubleshoot various aspects of complex services including: Matrix, Hosted VOIP, Fiber products.

  • Handle basic long-distance and toll free telephony issues, recognize and assist in resolving issues with porting, telephony features, VoIP, and customer premise equipment.

  • Troubleshoot simple products including: Phone, HSD, Video, Email, IP address issues, MAC and Windows operating systems, and various other networking issues.

  • Responsible for manual provisioning and configuration of equipment and account maintenance.

  • Provides customers with an accurate and thorough diagnosis of their problem, with a focus on one call resolution.

  • Utilization of advanced support tools to troubleshoot customers issues toward resolution.

  • Escalate customer concerns for additional review by local teams or higher tier support members as needed.

  • Provide explanation and instructions on how to use the features of all services provided by the Business Services department.

  • Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-Education

  • High school diploma or GED Required 

  • Technical education beyond high school or 4-year degree is strongly preferred 

  • CCENT, CCNA Certification or equivalent telecommunications training to include IPv4/IPv6, VoIP, SIP is a plus.

-Experience/Skills Needed:

  • Must have at least 6 months experience with WOW! in an Advanced Customer Advocate position, Business Billing Specialist position or similar technical support role, and must exceed all department standards; to include all expectations for attendance, quality and efficiency.

  • Must be experienced with phone/Voip systems, networking and IP management, operating systems and computer troubleshooting (either through education or experience or a combination of both) a plus.

  • Basic knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs to include IP Network Sub-Networking a plus

  • Basic knowledge with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3 and other CPE a plus.

  • Must possess excellent communication skills (both verbal and written), with proven ability to effectively communicate technical information to a non-technical audience and de-escalate difficult customer situations.  

  • Previous knowledge of RF Signals and HFC networks is a plus.

  • Must be able to multi-task and function effectively and consistently in fast-paced environment

  • Flexibility in scheduling which may require evening and weekend hours.

  • Candidates must possess the ability to read and interpret documents, such as safety rules, product information and training materials

  • Ability to define problems, collect data, establish facts, and solve practical and advanced problems

-Computer Skills:

  • Experience in Google Suites is a plus.

  • Experience of all Microsoft Operating systems is a plus.

  • Experience with Mac is a plus. 

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran