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Business Help Desk Technical Support

Company Name:
Bright House Networks
Job Description
OVERVIEW STATEMENT
Bright House Networks is an award-winning company made up of friendly employees who go above and beyond to provide exceptional customer service. Our strength is in our employees. Customer loyalty is our top priority, and our employees are committed to building unique relationships in a fast-paced team environment. Bright House Networks encourages a positive, supportive and open culture which rewards employee accountability and grants empowerment for all members of our team. Our commitment to diversity guarantees we employ the best.
MAJOR FUNCTION
This position provides First Class technical support and customer service for all Business Solutions customers (HSD, Phone, WiFi, and Video). The Support Technician responds to issues presented by customers, either by advising them on the appropriate actions to take and/or by completing the testing & analysis required to determine root cause. They also run diagnostics and troubleshoot problems affecting performance. This position specializes in providing support for commercial environments, electronic correspondence, outage coordination for supported products and complex technical assistance
JOB DESCRIPTION
Provide complete customer ownership to Business Solutions customers via telephone.
Assist with billing needs of Business Solutions customers
Understand the Business Solutions customer sales needs and proper ownership for escalation
Understand complex customer installations and operating systems
Utilize network monitoring tools such as Unified, DOCSIS, Solarwinds, Spectrum, etc to detect and resolve issues for service technicians and customers division wide.
Provide advanced technical support for the Bright House Networks Networking and Wi-Fi products
Communicate and escalate issues and concerns pertaining to events and maintenances to appropriate Regional entities and management
Customer callbacks related to trends, escalations, and follow ups
Creating and proactively monitoring tickets with the NOC for Business customer impacting Events
Ability to scan through maintenance tickets and inform management and customers of impact potential.
Support all Wireless, WiFi products and services
Support all Business Video products and services
Documentation for all work performed, to include complex reports and ticketing systems.
Ensure accuracy and completion of work performed and evaluates the effectiveness of results, in conjunction with team leads or management staff.
Perform other duties as assigned.
WORKING CONDITIONS:
Ability to sit and talk via the telephone for extended periods of time.
Display outstanding customer service skills when interacting with internal and external customers as well as possess a willingness to cross train with field and office personnel to provide depth in this position.
May be required to work various shifts including weekends, holidays, and/or overnights.
Required Skills
Above average oral and written communication skills
Demonstrated dependability in team environment
Ability to talk via telephone for extended periods of time
NIC/USB installation and configuration
Remedy Ticketing System
TCP/IP Properties
E-Mail Clients (Outlook and Outlook Express)
Internet Browsers (Explorer, Netscape, Firefox)
RF and Network Cabling with regard to connectivity and usage
Installation, configuration and administration Windows 2000/XP, Office, and Server packages
DNS: ms, a, ptr, cname, and txt records
BHN Provisioning Systems
IP Management via IP Database
Linux Knowledge
Coyote/SMART Knowledge
Closed Tabs Knowledge
LAN and WAN Topologies and Networking's
Routers, Switches and Hubs
Understanding of Wireless and Wi-Fi technologies
Video Monitoring and Troubleshooting Tools
Required Experience
Six (6) months experience in an Advanced Customer Service or Technical Support role and/or equivalent combination of education, certifications, and/or related experience required
A+ or Net+ Certified
Demonstrated professionalism and proven quality in handling customer relations
Bright House Networks is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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