Technical Commercial Support Specialist Job - Posting Job Title:Technical Commercial Support Specialist
Requisition : 174003BR
Posting Location: Charlotte, NC, US
Area of Interest:Customer Service/Member Services
Position Type: Full Time
Posting Job Description
Time Warner Cable Commercial Services Department currently seeks a Technical Commercial Support Specialist for Charlotte, NC. Please find a brief description of essential duties and responsibilities required to function successfully in this position below.
To provide first level technical support and general account management support to Time Warner Business Class by answering inbound phone calls.
Essential Job Functions
Works with customer via phone to resolve Tier I technical issues, including but not limited to billing, cable modem provisioning, router configuration, LAN configuration and general software troubleshooting.Schedule Trouble calls (truck rolls) for Business Class customers.Diagnose and resolve minor software/hardware problems while maintaining ownership and accountability.Maintains current knowledge of new product upgrades and features.Works with Sales team to ensure customer satisfaction and appropriate billing charges for new and existing customersmunicates directly with Business Class customers to answer account:related questions and resolve billing issues.Interfaces with Accounting, Construction, Dispatch and other organizations to ensure customer issues were addressed and resolved.Submits credit adjustments and modifies billing codes on Commercial accounts as needed.Performs other duties as assigned.Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.Ability to write routine reports and correspondence.Ability to speak effectively before groups of customers or employees of organization.Ability common sense understanding to carry out instructions furnished in written, oral, or diagram form.Ability to deal with problems involving several concrete variables in standardized situations.
Minimum one year related work experience.Working knowledge of PC and Macintosh network configuration required.Experience communicating with customersShould be able to identify and troubleshoot computer/network communications problems, including IP address conflicts and physical networking problems.
The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.
A+, Net+, MCP or similar certificationKnowledge of cable modem installation and configurationFamiliarity with Microsoft email software (Exchange, Outlook, Outlook Express), and to configure them for POP email.Working knowledge of Local Area Networks and Internetworking Protocols (IP).Working knowledge of routers, switches, hubs and general network design.
Legal or Financial Responsibilities
Maintain and operate company electronic information, tools, materials and equipment in a safe and lawful manner.
FCC Unit_TWC: 0589
Controlling Establishment ID: 00019 : Charlotte Arrowood Rd
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer : Minority/Female/Disability/Veteran/Current Unemployment Status
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