Agent, Tech Support I

About Us
Time Warner Cable owns and manages cable systems passing approximately 26 million homes in 33 states. The Company has 14.6 million customers for its various products, including video, high-speed data and residential telephone. This includes approximately 13.4 million basic video subscribers and more than 6 million customers who purchase more than one product. Time Warner Cable includes some of the most technologically advanced and best-clustered cable systems in the country, with nearly 85 percent of the Company's customers located in five geographic regions: New York, Texas, Ohio, the Carolinas and southern California. It is the largest cable provider in the nation's two largest cities, Los Angeles and New York. Leveraging its leadership in innovation and quality customer care, Time Warner Cable delivers advanced products and services such as video-on-demand, high-definition television, digital video recorders, high-speed data and Digital Phone.

POSITION:TECHNICAL SUPPORT AGENT I (FULL TIME)
DEPARTMENT:CUSTOMER CARE

PURPOSE:
The purpose of this position is to provide Tier 1 level technical support for video, phone and high-speed Internet products to residential customers in a manner consistent with Time Warner Cable policies, procedures, quality, standards, customer needs and applicable local, state, and federal procedures.

DUTIES AND OBJECTIVES:
Answers and responds to requests received via the Technical Support skill-set from customers inquiring about video, voice and high-speed Internet problems. Logs all service requests into ESS (Enterprise Support System), DPOM (Digital Phone Order Management) or applicable database, coordinates and directs the requests to appropriate ISP, Tier 3 or other Time Warner Cable personnel when unable to resolve at this level.
Answers and responds to requests received via the Account Management and Payment skill-sets. Transfers more complex AM and Payment calls to the Desert Cities escalation team for resolution.

REQUIREMENTS:
Basic knowledge of computer Operating Systems including but not limited to the following required: Windows98, Windows2000, Windows Me, Windows XP, Windows NT and Macintosh Operating systems.
Basic to intermediate knowledge of PC hardware and software configuration, modem configuration and installation, computer networking and IP, Internet browsers (Explorer, Netscape) and Internet E-mail applications, cabling and installation, hubs, routers and other networking devices, FTP, Telnet, DNS, NAT, email server configuration, LAN/WAN.
Basic to intermediate knowledge of CSR/ACSR billing systems, Remedy Ticketing System (Global Network Operations Center - GNOC), UDI, Cableview, I-Glass, Network Service Manager (NSM) and DPOM.
Basic to intermediate level knowledge of all TWC supplied customer equipment including, but not limited to: Set-top boxes, cable cards, remotes, modems - including Digital Phone modems, and wireless routers.
Must possess excellent customer service skills.
High School diploma or equivalent required.
Prior experience in a call center technical support environment is desired.
Knowledge of cable television hook-up, set-top box hook-up, VCR/VCU hook-up and associated peripherals is highly desirable.
Must possess excellent verbal communication skills.
Ability to add, subtract, divide and multiply numbers accurately.
Ability to interpret technical instructions, analyze various PC systems to define and resolve performance issues.
Ability to logically follow schematic diagrams or flow-charts.

Must be available to start by October 24, 2008
Must have open availability (24/7 call center)

Time Warner Cable is an Equal Opportunity Employer M/F/D/V