Brainiac - Tier 3

Buckeye Broadband•Northwood, OH

About The Position

The Brainiac - Tier 3 enhances and optimizes customer engagement and support systems, managing and improving the technology and tools used to deliver customer experiences. The role combines technical expertise, project management, quality control, and cross-functional collaboration. It helps ensure product quality and customer satisfaction and requires knowledge of company practices and procedures, as well as the ability to perform the basic duties of a Universal Technical Call Center Agent. The position reports directly to the Director, Customer Experience Operations and has no direct reports. It interfaces with Customer Operations on customer issues, quality assurance, and call-center agent tool maintenance; Technical Operations on proactive network monitoring and customer trend analysis; Engineering on service issues; Sales on support-agreement marketing; and Marketing on promotions and customer trend analysis. The role monitors network performance and customer-service quality; supports customers and field personnel; inspects customer interactions; monitors processes; documents tests and outcomes; investigates service and network issues; analyzes quality trends; and supports hosted services and provisioning. It also manages customer experience platforms, integrations, process improvements, troubleshooting, upgrades, and user support. The Brainiac - Tier 3 documents work and account interactions, supports Tier 1 and Tier 2 activities, participates in training and assigned projects, promotes company services, and follows company policies and confidentiality requirements. This is a non-exempt position. Hours may vary to accommodate department needs and may include nights, weekends, or holidays. Overtime may be required and must be approved in advance by a supervisor. Pre-employment and random drug testing apply. Physical demands may include walking, kneeling, standing, lifting up to 20 pounds regularly, stooping, crawling, climbing stairs and ladders, sitting, driving, hearing, talking, vision tasks, and using hands and fingers for tasks such as grasping and keyboarding. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

High school diploma or equivalent.
Demonstrated ability, through written and/or oral testing, to troubleshoot and configure advanced customer-premise equipment and computers.
Above-average knowledge of cable modem/hybrid fiber-coax network architecture.
Above-average knowledge of telephone system terminology and equipment.
Above-average knowledge of Internet, video, and phone terminology and equipment.
Above-average knowledge of MOCA technical specifications.
Above-average knowledge of POP/SMTP, DNS, DHCP, FTP, and other common network protocols.
Above-average analytical skills.
Ability to read and understand CAD designs.
Typing speed of 30 words per minute.
Knowledge of Windows operating systems, AutoCAD LT, Microsoft Office, PC antivirus, computer diagnostics, network optimization software, and remote desktop connections.
Professional appearance and demeanor.
Background record that meets company standards.
Punctuality and good attendance.
Reliable transportation at all times.
Ability to maintain confidentiality and not disclose confidential information unless authorized or legally obligated.

Nice To Haves

A+ certification or equivalent.
Two years of computer repair experience.
Two years of retail or customer-service experience.
Associate degree in Electronics or an IT-related field.
CCNA/CCNP, Network+, or MCSE training or certification.
One year of practical experience in CATV system maintenance.

Responsibilities

Answer assigned incoming calls from customers and field personnel efficiently, thoroughly, and positively.
Provide troubleshooting and technical support within skill proficiencies, company policies, and department procedures.
Inspect inbound and outbound customer-service interactions against established quality standards.
Monitor production processes for deviations from quality standards and collaborate with Customer Operations on corrective actions.
Maintain accurate records of quality-control tests, procedures, and outcomes, and prepare reports for review and investigations.
Investigate service issues, substandard network performance, and customer satisfaction scores; collaborate on corrective and preventive processes.
Analyze quality trends, identify concerns and improvement opportunities, and present findings and recommendations to management.
Support hosted platforms, including hosted email, DNS changes, and domain registration and renewal.
Escalate requests and problems beyond the position’s skill level to the appropriate company area.
Meet management’s performance standards and properly use assigned workstation equipment and services.
Provide backup assistance for Brainiac - Tier 1 and Tier 2 activities.
Oversee configuration, maintenance, and optimization of customer experience platforms, including CRM, live chat, and helpdesk systems.
Collaborate with IT and other departments to integrate customer experience systems with business systems.
Identify and implement improvements to customer interaction and support workflows.
Investigate and resolve technical issues, system errors, and user challenges; coordinate complex issues with IT and vendors.
Manage system upgrades, updates, and enhancements while minimizing service disruption.
Respond to user inquiries and provide support for system-related questions and issues.
Use design specifications or manuals to help detect service problems.
Document work activities and code all account interactions according to established procedures.
Attend assigned training, meetings, and coaching; work toward annual personal, department, and company goals; and meet Customer Operations standards.
Work on special projects or assignments as directed by the Brainiacs Technical Support Manager.
Keep the department neat and organized and protect customer confidentiality.
Promote the sale and retention of company services and perform assigned outbound calls.
Actively pursue unauthorized use of company cable services.
Accurately record timesheets and notify a supervisor of deviations from the scheduled shift.
Help foster positive teamwork, cultural change, and employee relations.
Follow and enforce company policies and procedures, including EEO and safety guidelines.
Perform other duties as necessary and consistent with department goals.