About this role
KEY RESPONSIBILITIES:
• Provide first contact support for residential and commercial customers to resolve video, voice and internet connectivity issues.
• Demonstrate outstanding customer service skills to exceed customer expectations and minimize escalations by taking ownership of customer-reported issues.
• Answer calls, generate trouble tickets and update tickets, as needed, until the issue is resolved.
• Diagnose, troubleshoot and resolve customer troubles in the most expeditious manner, thus achieving our service level requirements.
• Illustrate diplomacy, tactfulness and empathy when dealing with customers.
KEY COMPETENCIES:
• Skills in troubleshooting, solving problems and root cause analysis
• Efficiency and consistency when working in a fast-paced, conflict resolution environment.
• Must be able to exhibit written and oral communications skills to a standard as set by the company.
• Flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
• Demonstrated experience with the use of PCs, along with the ability to navigate in a multi-windowed based environment.
QUALIFICATIONS AND EXPERIENCE:
• Prior experience in a similar capacity
• Ability to type in excess of 30 words per minute
• 1+ years of customer service experience in a similar performance managed environment
• Prior technical support / troubleshooting experience preferred.