Business Tech Support Associate in Augusta, GA at WOW!

Date Posted: 9/17/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Augusta, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    9/17/2019
  • Job ID:
    5000534459006

Job Description

Business Technical Support Associate


 


This Business Technical Support Associate provides advanced support to Business Services customers across all call types, including billing and technical support (HSD, Phone, Video), specializing in more technical issues. This role will also handle customer or agent escalations, technician support, and will manage 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 and billing calls directly from business customers.

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

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

  • Provide billing support and payment processing, including advanced billing statement analysis, provide credits and review contract terms and conditions though Sales Force.

  • 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.

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

  • Performs support services to other areas including email support through Business Support inbox, process port outs within Sales Force, process non-pay disconnects within Sales Force, reviewing and contacting customers about Customer Satisfaction (CSAT) Surveys

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

  • 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



Experience/Skills Needed:



  • Must have at least 6 months experience in a WOW! as an Advanced Customer Advocate or similar 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).

  • 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.

  • 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 add, subtract, multiply, and divide figures and amounts using whole numbers, common fractions and decimals

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



Computer Skills:



  • Ability to use Microsoft Word and Excel, Internet software and e-mail.

  • Experience of all Microsoft Operating systems is a plus.

  • Experience with Mac is a plus.



Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



  • Must be able to perform computer functions and operate routine office equipment

  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to use close vision and be able to focus

  • frequently required to sit, , bend at the knees and waist



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer