Tech Support Rep in Newnan, GA at WOW!

Date Posted: 2/4/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newnan, GA
  • Experience:
    Not Specified
  • Date Posted:
    2/4/2020
  • Job ID:
    REQ-2020-221

Job Description

You are looking at this posting because you want something significant in your career. We believe that's the first step to joining our team in addition to sharing our vision. You should have a dream to connect with people through the experiences you share with them. That's our vision anyway, connecting people to their world through our company's experience: Reliable, Easy and Pleasantly Surprising, every time. Currently, we're looking for someone who shares that vision of ours to be a key member of our team. The Technical Support Representative assists our customers when their devices aren't functioning accurately. Does this all sound like a good fit? Then we're excited about your application!



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 detailed diagnosis of their problem, with a focus on "one call resolution"
  • Utilize troubleshooting techniques and/or remote access to successfully help our customers.
  • Maintains a sense of urgency and consistently meets deadlines when responding to customer issues
  • Identifies and calls out 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, we need someone that can perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. We are committed to providing reasonable accommodations to those with disabilities.

  • Two years of troubleshooting experience in PCs and network environments is helpful
  • 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
  • Ability 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.
  • Capable of operating office equipment to include telephone, headset, computer, and printer

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

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