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Spectrum · 2 days ago

Community Solutions Technical Support Representative

Buffalo, NY

Full-time

Onsite

Entry Level

$20/hr - $25.25/hr

1+ years exp

Spectrum is a leading provider of communication and entertainment products. The Community Solutions Technical Support Representative plays a crucial role in troubleshooting and resolving technical issues for customers, enhancing customer satisfaction and maintaining the company's reputation for reliability.

Digital EntertainmentInternetTelecommunications

No H1B

Responsibilities

Actively supporting efforts to simplify and enhance the customer experience by diagnosing issues and guiding customers through troubleshooting steps

Providing quality service in account activation, maintenance, billing, problem solving and troubleshooting for Video, Internet and Voice services

Identifying potential sales opportunities to upgrade services and assisting field employees with account setups and work orders

Accurately documenting customer interactions and resolutions and escalating complex issues to higher-level support when necessary

Staying updated on the latest cable services and equipment, demonstrating flexibility by handling additional tasks and working with management to streamline processes

Qualification

Technical support experienceVideoInternetVoiceComplex problem-solvingCustomer service skillsMicrosoft Office proficiencyPositive phone demeanorTrain othersBilling systemsCommunication skillsAttention to detail

Required

High school diploma or equivalent

1+ year(s) in cable operations or telecommunications call centers or equivalent combination of education and experience

Strong verbal and written communication

Complex problem-solving and follow-up skills

Attention to detail and excellent customer service

Positive phone demeanor

Ability to train and guide other representatives

Knowledge of Bulk/MDU offerings, technical requirements, and billing

Proficiency with PCs, Microsoft Office Suite, and intranet navigation

Knowledge of billing systems and troubleshooting for Video, Internet and Voice services

Preferred

1+ year(s) of experience in customer service and technical support

Benefits

Free and discounted Spectrum services like internet, TV and mobile

Comprehensive pay and benefits package

Company

Spectrum

Glassdoor3.3

Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.

Founded in 1989

Stamford, Connecticut, USA

10001+ employees