Technical Support Representative

CABLESOUTH MEDIA III LLC • Metairie, LA

110d • Hybrid

About The Position

Uses technical and analytical skills to diagnose technical problems and provide customer service by offering solutions, explanations and options that will satisfy the customer while preserving the best interests of the company. Communication with customers is done via phone and/or written correspondence. This position is available in a hybrid or fully remote work arrangement, depending on business needs, position requirements, and candidate qualifications.

Requirements

• High School Diploma or equivalent required.
• Excellent verbal and written communication.
• Excellent knowledge retention and recall.
• Strong problem-solving skills.
• Service orientation.
• Critical thinking.
• Active listening.

Nice To Haves

• 2+ years of related experience which includes diagnosing, troubleshooting, or repairing technology products preferred.
• Knowledge of broadband technology preferred.

Responsibilities

• Provides fast and efficient technical support to customers experiencing technical problems with their service.
• Understand technology issues by asking questions, listening, asking follow-up questions, taking detailed notes, and providing accurate time estimates for next steps.
• Ensures customer satisfaction and maintains a friendly, helpful, and empathetic demeanor in all interactions.
• Maintains close contact with customers to give updates on progress toward resolution of issue or service request.
• Ensures that appropriate changes were made to resolve customers' problems.
• Refers unresolved customer issues to designated departments for further investigation.
• Uses business software to document analysis of technical issues, keep records of customer interactions, record details of inquiries, complaints, or comments, as well as actions taken to problem resolution.
• Other duties as assigned.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED