Associate Technical Support Rep

Company Name:
Charter Communications
## Description
JOB SUMMARY
The Associate Technical Support Representative provides basic customer support related to Charter services, including troubleshooting internet/phone issues and handling customer billing inquiries and payments. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. Works under general supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Process customer orders in a courteous, efficient and timely manner.
Effectively present and discuss Charter products and services.
Convey an image of quality, integrity and superior understanding regarding services.
Manage customer interactions professionally and efficiently.
Effectively address customer questions, complaints and concerns.
Remain current and knowledgeable on every aspect of supported product.
Facilitate customer issue escalations to local management/support as required. Determine necessity for field visits.
Comply with company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Participate in quality coaching sessions to ensure interactions with customers are efficient and effective.
Keep supervisor informed of any work-related concerns.
Perform other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to handle multiple tasks.
Strong organization and time management skills.
Excellent interpersonal skills.
Proficiency with PCs, Microsoft Office Suite and general intranet navigation.
Education
High school diploma or equivalent.
Related Work Experience
Experience providing basic technical support to external customers.
PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Not applicable.
Education
Not applicable.
Related Work Experience
Previous ACSR experience.
Experience working in cable operations and/or telecommunications call center.
WORKING CONDITIONS
Normal office conditions.
## Qualifications
Primary Location: US-Missouri-BRIDGETON
Req ID: 1404333

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