Brainiac - Tier 3

Buckeye Broadband • Northwood, OH

3d • Onsite

About The Position

The Brainiac - Tier 3 is responsible for enhancing and optimizing our customer engagement and support systems. The Brainiac - Tier 3 will be responsible for managing and improving the technology and tools that enable us to deliver exceptional customer experiences. This role requires a strong blend of technical expertise, project management skills, and a passion for ensuring seamless interactions with our customers. The Brainiac - Tier 3 will play a pivotal role in ensuring the highest level of product quality and customer satisfaction. The ideal candidate will have a strong background in quality control methodologies, impeccable attention to detail, and the ability to collaborate effectively with cross-functional teams. The Brainiac - Tier 3 must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of a Universal Technical Call Center Agent. The Brainiac - Tier 3 reports directly to the Director, Customer Experience Operations. There are no direct reports to this position.

Requirements

• High School diploma/equivalent – required
• Demonstrate through testing via written and or oral testing the ability to troubleshoot/ configure advanced customer premise equipment and computers-- required
• Above average knowledge of cable modem/hybrid fiber-coax network architecture
• Above average knowledge of telephone system terms and equipment
• Above average knowledge of Internet, Video and Phone terms 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
• Keyboarding/typing speed: 30 words per minute
• Background record that meets Company standards
• Punctuality and good attendance
• Reliable means of transportation at all times
• Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so

Nice To Haves

• A+ Certification or equivalent – preferred
• 2 year of computer repair experience – preferred
• 2 year of retail or customer service experience – preferred
• Associate degree in Electronics/IT related – preferred
• CCNA/CCNP, Network +, MCSE training/certificate – preferred
• 1 year prior practical experience in CATV system maintenance – preferred

Responsibilities

• Providing proactive network performance monitoring and customer service quality assurance by: Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned; Providing troubleshooting and support to the customer’s and contract field personnel request that are within skill proficiencies, Company policies, and department procedures; Conducting thorough inspections of inbound and outbound customer service interactions to ensure they meet established quality standards and specifications. Continuously monitoring production processes to identify any deviations from quality standards. Collaborate with Customer Operations teams to recommend corrective actions as needed. Maintaining accurate and up-to-date records of quality control tests, procedures, and outcomes. Prepare comprehensive quality reports for internal review and ad-hoc issue investigation. Investigating service related issues, substandard network performance, and customer satisfaction scores. Collaborate with cross-functional teams to help develop and implement corrective and preventive processes. Analyzing quality data trends to identify patterns, areas of concern, and opportunities for improvement. Present findings to management and recommend appropriate actions. Providing support for the hosted platform, including hosted email support, DNS changes, domain registration and renewal; Forwarding all requests or problems beyond their skill level to the appropriate area of the Company; Meeting the standards of performance established by management for their job description; Proper use of all equipment and services assigned to a Customer Service Operations workstations and the department; Provide backup assistance for Brainiac – Tier 1 & 2 activities;
• Managing and improving the technology and tools that enable us to deliver exceptional customer experiences by; Overseeing the configuration, maintenance, and optimization of customer experience platforms, including CRM systems, live chat, helpdesk, and other relevant software. Collaborating with IT and other relevant departments to integrate customer experience systems with other business systems, enhancing data flow and accessibility. Identifying areas for process improvement in customer interactions and support workflows. Develop and implement solutions to enhance efficiency and effectiveness. Investigating and resolving technical issues, system errors, and user challenges related to customer experience platforms. Coordinating with IT and vendors for more complex issues. Managing system upgrades, updates, and enhancements, collaborating with IT and vendors to ensure smooth transitions and minimal disruption to customer service operations. Serving as a point of contact for user inquiries, providing timely and effective support for system-related questions and issues. Using design specifications or manuals to assist in detecting service problems; Properly documenting all work activities according to established standing operating procedures and practices; Properly noting and coding ALL account interactions;
• Developing their personal skills and knowledge by: Attendance and participation in all training sessions, meetings, and coaching sessions as assigned; Working towards the successful completion of annual personal, department and company goals; Meeting the standards set forth by the management of Customer Operations; Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager; Keeping the department neat and organized; Insuring the confidentiality of all customer information; Actively promoting the sale and retention of the Company's services to our customers and co-workers; Performing outbound calling assignments when assigned by the department supervisor; Actively pursuing the unauthorized use of our cable services; Accurately recording time sheets and notifying a supervisor of all deviations to their scheduled work shift; Helping to create an atmosphere of positive team work, cultural change and employee relations; Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times; Performing all other duties as deemed necessary and are within the guidelines of the department goals.

Benefits

• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED