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Tech Support Representative in Newnan, GA at WOW!

Date Posted: 1/8/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Newnan, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/8/2019
  • Job ID:
    5000449644706

Job Description

Technical Support Rep-CSO


 


This position is responsible for delivering excellent service to internal and external customers who call WOW! regarding new sales; customer retention; billing inquiries; and technical/trouble calls. In addition, this position will also assist in keeping field assignments running smoothly and efficiently by acting as an interface between field operations and customer care so that technical issues are resolved promptly.


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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

  • Identifies and escalates priority issues; when necessary, transfers calls to the appropriate department

  • Complete installation and service work orders and enter necessary data (i.e. equipment inventory numbers, arrival/completion times)

  • Monitor technician work progress against scheduled appointment windows

  • Reschedule incomplete work orders and verify the rescheduled timeframe is convenient for the customers

  • Maintain ongoing customer contact to help ensure appointments stay on track

  • Follow established CSO processes and procedures for service outs, outages, missed appointments and customer complaints; provide thorough follow-up via ongoing customer contact

  • Manage install and service quota as appropriate for each market

  • Accurately completes required paperwork and/or documentation associated with each customer interaction

  • 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:


 



  • Must possess a high school diploma or equivalent



Experience/Skills Needed:


 



  • 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



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