Rep - Technical Customer Care

Altice USA Newark, NJ
Rep - Technical Customer Care Job ID: 2018-19488


Newark, NJ

Altice USA is one of the largest broadband communications and video services providers in the United States. We are a subsidiary of Altice NV, a convergent global leader in telecom, content, media, entertainment and advertising founded in 2001 by entrepreneur Patrick Drahi. We are driven by a philosophy to always challenge ourselves. We question everything so that we can find the best way forward for our customers. And in a world where continuous innovation is the only way forward, we are redefining the vision we have for our customers, enterprises, advertisers ‐ and our people.

The Company offers Optimum-branded digital cable television, high-speed Internet and voice services, as well as Optimum WiFi, the nation's most robust WiFi network, to residential and business customers across the New York Tri-State area.

Hiring Event

Tuesday, May 22nd

2pm – 6pm

494 Broad St

Newark, NJ

(Corner of Broad and Bridge)

Job Summary

We are seeking energetic and reliable professionals to join our team as a General Technical Support Agent. The successful candidate will be responsible for answering incoming customer calls while providing an optimum customer service experience. The primary activities of the position will include, but is not limited to: troubleshooting technical support calls from both Residential and Business customers who are using Optimum Phone, Television, Online/ Router, and advanced internet with support of multiple devices. The candidate will be responsible for guiding and educating through established troubleshooting procedures, general product knowledge, in addition to general call handling of customer inquiries. Service delivery requires up-to-date knowledge of Optimum practices and policies to create new and unexpected value with every interaction while fostering a culture of service excellence.

Must be able to work one of the following shifts after 3 weeks of training:

* 3:15pm - 11:45pm with Tuesday and Wednesday off

* 3:15pm - 11:45pm with Wednesday and Thursday off

* 3:15pm - 11:45pm with Thursday and Friday off

* 2:00pm - 10:30pm with Tuesday and Wednesday off

* 2:00pm - 10:30pm with Wednesday and Thursday off

* 2:00pm - 10:30pm with Thursday and Friday off

Request for flexibility is a Must since the hours are subject to change based on the business need

Qualifications / Requirements

* High school diploma or equivalent. Some College preferred.

* 1+ years of customer service experience in a performance managed environment.

* Demonstrated experience with the use of PCs, including familiarity with and experience in the use of industry standard applications, along with the ability to navigate in a multi-window based environment. Should have demonstrated expertise in one or more of the following specialties: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, New Technology) and Communications.

* Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills. Must be able to exhibit written and oral communications skills to a standard as set by Optimum.

* Analytical problem solving skills and basic math skills required.

* Must be comfortable working in a fast-paced, conflict resolution environment and have the necessary skills to consistently perform to Optimum standards.

* Position requires focus on specialized tasks, engaging in customer communications and sitting for extended periods of time.

* Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace