Provide live phone support to the employees of Charter Communications, employing a high degree of customer service, technical expertise and timeliness. Provide basic level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff. Track support calls in the Help Desk ticketing system. Adhere to established standards and procedures in resolving problems.
MAJOR DUTIES AND RESPONSIBILITIES
Receive customer support requests via phone and email from employees and contractors worldwide in a fast paced environment.
Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for our 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 40-50 cases per day.
Regular interaction with various support groups and end-users at all levels.
Analyze problems and solve them creatively.
The ability to develop a strong knowledge of products, features and services and how our customers use them.
Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time.
Ability to effectively communicate orally and in written form.
Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates or any personal goals.
Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
An ability to follow a defined day to day work schedule and be punctual for all duties.
Brooksource provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, national origin, age, sex, citizenship, disability, genetic information, gender, sexual orientation, gender identity, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.