Technical Support Lead

Job Title

Provides expert service and quality experience at every customer touchpoint related to Charter connectivity services, including complex troubleshooting internet/phone or video service issues and handling basic billing inquiries (I.e., taking a payment, providing account balance, etc.) using internal tools and applications. Employees in this role are responsible for establishing and maintaining professional and positive relationships with customers on behalf of Charter and ensuring issues are addressed consistently with company policies and practices. The position requires the employee to be a subject matter expert related to our services, with the capability to navigate efficiently through our workflow processes and use our tools effectively. Works independently with minimal supervision. Flexible to provide support to front line representatives and assist with customer escalations on complex situations.

Responsibilities

Actively and consistently serves as the primary contact and expert for internet, phone, video and basic billing inquiries aligned with scope of support to address team questions and customer escalations.

Serves as an ambassador for the business, take appropriate action to address a customer's concerns or needs, transforming the customer experience.

Ensure that the customer's experience is exceptional before ending an interaction with a customer.

Actively participate in learning and development initiatives to remain current and knowledgeable on every aspect of supported products.

Participate in quality coaching sessions to ensure learning and development to encourage efficient and effective interactions with customers. Identify internet/phone/video/billing support training and skill gaps and provide feedback and recommendations for improvement.

Assist representatives with customer questions/escalations in a professional, effective, and efficient manner.

Coordinate and communicate with Call Center supervision, to ensure efficient operations and customer satisfaction.

Remain current and knowledgeable on every aspect of supported product.

Comply with all company and call center policies and procedures.

Accurately document customer account records based on actions taken.

Fulfill work schedules as required.

Perform other duties as assigned.

Qualifications

Ability to read, write, speak and understand English and Spanish

Knowledgeable/experienced in internet/phone/video operations

High school diploma or equivalent

Successful completion of a minimum of 1 year as a CSR

Successfully fulfilled Career Progression requirements

Experience working in cable operations and/or telecommunications call center

Advanced knowledge/experience of internet, phone and video repair

Associate degree

Call center environment

Position requires sitting for long periods of time

Ability to multi-task

Proven organization and time management skills

Excellent interpersonal skills

Ability to effectively train and assist in supervision of other representatives

Proficiency with PCs, Microsoft Office Suite, and application navigation

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability