Tech Support Rep in Newnan, GA at WOW!

Date Posted: 6/15/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newnan, GA
  • Experience:
    Not Specified
  • Date Posted:
    6/15/2020
  • Job ID:
    REQ-2020-505

Job Description

Summary:

The TSR provides technical support to customers via inbound and outbound calls.

Duties and Responsibilities:

  • Answers incoming telephone calls and responds to customer requests regarding service issues in a timely and accurate manner
  • Advance troubleshooting and resolution of various internet, networking, VOIP, and telephony applications
  • Uses computer systems to identify, research and resolve customer issues
  • Provides customers with an accurate and thorough diagnosis of their problem, with a focus on “one call resolution”
  • Utilize troubleshooting techniques and/or remote access to resolve customer issues.  If unable to resolve, provide quotes for additional services
  • Maintains sense of urgency and consistently meets deadlines when responding to customer issues
  • Identifies and escalates priority issues; when necessary, transfers calls to the appropriate department
  • Accurately completes required paperwork and/or documentation associated with each customer interaction
  • Maintain acceptable statistical Call Center standards
  • Troubleshoots all WOW! services; to include Video, Internet, & Telephone
  • Maintains regular attendance to be available to the customer as scheduled in order to meet business objectives
  • 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.

  • Two years of troubleshooting experience in PCs and network environments is preferred
  • One year customer service experience
  • Some college and/or technical certifications in the IT/Networking field is preferred
  • Excellent oral communications skills including active listening skills and telephone etiquette are required
  • Must be able to calculate figures and amounts
  • 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

Education:

  • Must possess a high school diploma

Computer Skills:

  • Proficient use of all Microsoft Operating Systems
  • Experience with Macintosh is preferred
  • Operating knowledge of current hardware and software, common to the small business environment
  • Ability to use Word processing, Internet software and e-mail.
  • Must be able to operate office equipment to include telephone, headset, computer, and printer

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
  • Must be able to verbally communicate with customers
  • Must be able to sit for extended periods of time

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

Approved by:  Corporate Human Resources

Date:    September 2014

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