Tech Support Rep in Newnan, GA at WOW!

Date Posted: 10/25/2019

Job Snapshot

  • Employee Type:
  • Location:
    Newnan, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description

Meet the Team:

The WOW! Customer Service team is a group of knowledgeable and dedicated professionals who help customers resolve technical problems and other service issues. Team members make life easier for customers and contribute significantly to the company's success.

This is where YOU come in!

As Technical Support Rep (TSR), you'll speak with customers on the phone to help resolve technical issues with their Internet and telephone service. You'll focus on timely and accurate "one call resolution" and serve as the voice of WOW! for the customers with whom you interact.

Your essential duties and responsibilities as TSR include:

  • Answer incoming telephone calls and respond to customer service issues in a timely and accurate manner, in accordance with statistical Call Center standards and established deadlines.

  • Troubleshoot and resolve various internet, networking, VOIP, and telephony applications.

  • Use computer systems to identify, research, and resolve customer issues.

  • Provide customers with an accurate and thorough diagnosis of their problems, with a focus on "one call resolution."

  • Use troubleshooting techniques and/or remote access to resolve customer issues. If unable to resolve, provide quotes for additional services.

  • Identify and escalate priority issues; transfer calls to appropriate department when necessary.

  • Complete required paperwork and/or documentation accurately

  • Troubleshoot all WOW! services (Video, Internet, & Telephone)

  • Other duties as assigned

You are right for this job if you:

  • Meet deadlines consistently and work with a sense of urgency

  • Communicate clearly and professionally, with active listening skills and excellent telephone etiquette

  • Enjoy solving technical problems for customers

  • Multi-task effectively

  • Enjoy working in a fast-paced environment

  • Can work flexible hours as required, including evening and weekend hours


Required Education/Experience