JOB SUMMARY The purpose of this position is to provide live phone support to the employees of Charter Communications, employing a high degree of customer service, technical expertise and timeliness. They provide an advance level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. They take ownership of an issue and follow through on a resolution with end users and other pertinent information technology staff. Tracks support calls in the Help Desk ticketing system. The candidate will adhere to established standards and procedures in resolving problems. Shift Requirements: Saturday - Wednesday; 8 a.m. - 5 p.m.
MAJOR DUTIES AND RESPONSIBILITIES
Responsible for receiving customer support requests via phone and email from Charter employees and contractors worldwide in a fast paced environment.
Will leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the eighty plus applications running in the Corporate Data Center.
Use basic and advanced troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for the Spectrum employee and contractor customer base.
Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
Expect a case load of approximately 80-100 cases per day.
This position will require regular interaction with various support groups and end-users at all levels.
Must be able to analyze problems and solve them creatively, be self-motivated and able to work with minimal supervision; must demonstrate effective interpersonal and communication skills.
Must develop a strong knowledge of products, features and services and how our customers use them.
Needs the ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
Needs the ability to communicate status both orally and in written form effectively; must have solid team working skills in a fast paced setting.
The position requests the ability to take on projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates.
The agent will be expected to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be willing to work in an environment requiring broad experience, adaptability, quick learning, excellent verbal and written communication skills, and excellent problem solving skills.
In addition, candidate will need the following minimum qualifications: Triage, assign, and resolve support cases via phone and email
Strong background in Support Desk services
Strong background in customer support and logical troubleshooting
Ability to develop proficiency in Remedy application use and reporting
Proficient in MS Office suite.
Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts.
Education and Experience: Associate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience. Bachelor's degree (B.A.) from four year college or university, preferred.
Related Work Experience 2 - 4 years IT helpdesk experience required 2 years Experience troubleshooting Windows XP and 7 operating systems 2 years MS Office Applications and hardware platforms IT Industry certifications (MCSA, A+, Network+, etc.) preferred WORKING CONDITIONS Office environment Shift Requirements: Saturday - Wednesday; 8 a.m. - 5 p.m.|HQ452|02128 - Charlotte 7910 Crescent Exec
