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Technical Service Representative
2 weeks ago
The Technical Service Representative role at Spectrum involves providing expert technical support to customers experiencing issues with their cable and internet services. This includes troubleshooting complex problems, identifying sales opportunities for service upgrades, and collaborating with field employees to ensure seamless customer experiences.
Responsibilities:
- Provide technical support to customers via phone, ensuring timely resolution of technical issues
- Troubleshoot and resolve issues related to video, internet, and voice services, utilizing all available diagnostic tools and resources
- Identify potential sales opportunities for service upgrades and effectively communicate these to customers
- Collaborate with field employees to set up and authorize customer accounts, schedule work orders, and document interactions
- Stay updated on the latest cable services, equipment, and features to accurately answer customer questions and address concerns
- Document customer interactions, troubleshooting steps, and resolutions in Spectrum's systems
Requirements:
- High school diploma or equivalent required
- 1+ year of experience in cable operations and/or telecommunications call center environment
- Strong problem-solving skills, with the ability to think critically and resolve complex issues
- Familiarity with PCs, Microsoft Office Suite, and general intranet navigation
- Ability to work effectively in a team environment, with a focus on delivering exceptional customer experiences