Technical Customer Care Representative

Altice USA Tyler, TX
Technical Customer Care Representative Job ID: 2018-19686


Tyler, TX

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 Suddenlink-branded digital cable television, high-speed Internet and voice services to residential and business customers across the western, midwestern and southern states. Additionally, for its business customers, Suddenlink provides targeted television and online advertising services

This exciting opportunity will support being part of a Technical Support Service Desk team for Suddenlink Communications. Core job responsibilities include answering inbound residential calls to provide responsive technical phone support for internet, television, home phone, and home security products and services. Creating and maintaining accurate information logs which entail recording problem/symptom, analysis performed resolution, and other information relevant to resolving the problem.

What we expect:

* Have first call resolution as the first level of contact for customer service inquiries and technology problems for Suddenlink services

* Assists customers in resolving data related issues with complex provisioning, home networking, e-mail and static IP issues and other inquiries

* Provides quality customer services and ensures customers understand operating requirements of all products

* Interpret, diagnose and troubleshoot technical issues involving Suddenlink products and services

* Quickly develop trust and rapport with customers to provide support and deescalate frustrations

* Identify other products and services for existing customers by maximizing their education on our products and ensures revenue goals are met

* Positive attitude, motivated, competitive and high energy individuals

Hours of Operation: 24 hr. Call Center

You will be assigned a 40 hour work week.

2 days off during the week

Candidates must be flexible to work evenings and weekends

3 Weeks of Paid training: Monday - Friday 8:00am-5:00pm

What you need:

* High School Diploma or equivalent

* Sales experience preferred but not required

* Minimum of one year of customer service experience

* Strong typing and oral communication skills

* Regular and prompt attendance during training and scheduled shifts

* Ability to multi-task

* Flexibility with hours and days, although position will assign regular shifts (Saturdays and evenings are common)

* Ability to multitask and work in a fast paced environment

* Winning ATTITUDE and DRIVE FOR SUCCESS, a must!

* Strong computer proficiency with Window-based (a must) computer and MAC-based preferred

* Bi-lingual proficiency (English-Spanish) is a plus but not required

What you earn:

* Competitive salary plus commission opportunities

* Full and comprehensive benefit package, including medical, dental, and vision. Also, paid time off for full time employees

* Discounted Suddenlink services if in service area

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