Tech Support Representative

Altice USA
United States, Texas, Tyler
Nov 07, 2024
Optimum Are you looking to Optimize your life? Start your exciting path to a rewarding career today! We are Optimum, a leader in the fast-paced world of connectivity, and we're on the hunt for enthusiastic professionals to join our team! We understand that connectivity isn't just a luxury anymore - it's a necessity that empowers lives, fuels businesses, and drives innovation. A career at Optimum means you'll be enabling progress and enhancing lives by providing reliable, high-speed connectivity solutions that keep the world connected. We owe our success to our amazing product, commitment to our people and the connections we make in every community. If you are resourceful, collaborative, team-oriented and passionate about delivering consistent excellence, Optimum is the Company for you! We areOptimum! Job Summary As contact centers for Altice USA, our mission is to provide effective and efficient technical support while ensuring resolution of hardware issues for our valued customers. The primary function of the Tech Support Representative is to provide customers with real-time support for their Optimum products while closing tickets efficiently. The Tech Support Representative is responsible for ensuring that customer relationships are managed through excellent communication and technical acumen in each interaction. Responsibilities First level customer troubleshooting to Optimum customers, through email, chat and phone, for all Optimum products and services, including support of multiple devices, depending on business needs (e.g. Smart WIFI, Programming Packages, OptimumVoice, OptimumOnline, OptimumOne, OptimumMobile, etc.). Explain product values to initiate service changes, handle customer disputes regarding customers' accounts, and general and technical product inquiries consistent with the Optimumbrand. Own the customer's issue, in real time from start to finish by troubleshooting and diagnosing technical issues and offering resolution, working simultaneously with multiple software applications. Consistently following up on promises and commitments on a timely basis, and appropriately identify and escalate unresolved issues. Qualifications High school diploma or equivalent. Some College preferred. 1+ years of customer service experience in a performance managed environment that is a technology focused with high volume troubleshooting through phone, email and chat. 1+ years 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, IP Products, New Technology) and Communications such as cellular. 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 Altice. Analytical problem solving skills and basic math skills required. Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business. At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey. If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity. All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, national origin, religion, age, disability, sex, sexual orientation, gender identity or protected veteran status, or any other basis protected by applicable federal, state, or local law. The Company provides reasonable accommodations upon request in accordance with applicable requirements. Optimum collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state, and local law. Applicants for employment with the Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.