Technical Support Representative, St. Paul, MN

Position Summary: The Technical Support Representative provides technical and billing assistance to Comcast High Speed Internet, Phone, and Voice customer inquiries.

Job Duties:
1. Receive calls from customers requiring technical and billing assistance. Diagnose issue by asking probing questions while using various desktop tools to test and evaluate and determine the root cause of problem.
2. Troubleshoot PC/CHSI/E-mail/modem problems with customer; escalate advanced troubleshooting problems to technical support group when appropriate. Support any of the following:
a) Installing and/or reinstalling the Comcast Online service software.
b) Configuration and/or reconfiguration of e-mail client (i.e. Outlook Express) settings.
c) Configuration and/or reconfiguration of News client settings.
d) Activation, configuration and use of Web space service.
e) Provide, verify and/or modify network settings (TCP/IP).
f) Resets and/or re-provisions customer modem.
g) Obtaining, provisioning, adding or deleting multiple IP addresses.
3. Check for outages and/or checks router. Notify the appropriate parties and advise the customer accordingly. May issue credit to customer account for verifiable service downtime.
4. Use CSR tool, re-provisions, resets or changes upon customer request, customer account information residing on the e-mail server.
5. Provide technical and billing support for the Digital Phone and Voice product.
6. May handle overflow calls from video department.
7. Achieve overall performance organization goals in the areas of productivity, sales and quality.
8. Maintain accurate problem call tracking in a Remedy Helpdesk ticketing system.
9. Perform other duties as assigned
10. Adhere to punctual, regular, and consistent attendance.


Required Skills:
Minimum Qualifications
1. High school diploma or equivalent.
2. Two (2) years customer service experience in a high-contact, service-related environment.
3. Experience with personal computers, installing software programs and troubleshooting operating systems, software and hardware.
4. Knowledge of MAC and Windows operating systems (in-depth knowledge of at least one).
5. Proficiency with WWW and Internet, e-mail, and basic troubleshooting required.
6. Familiarity with Internet Browsers (MS Internet Explorer, Netscape Communicator.
7. Excellent oral and written communication skills, with demonstrated ability to articulate relevant information and directions in an organized and concise manner.
8. Demonstrated ability to establish and maintain effective relationships with customers.
Proven listening and analytical skills, with demonstrated ability to obtain key information and resolve complex service problems.
9. Strong interpersonal skills, with ability to work effectively within groups and teams.
10. Highly developed organizational skills, with ability to plan and prioritize workflow in a timely manner.
11. Ability to work shifts, evenings, weekends, and holidays.
12. Ability to work overtime as required.
13. Adhere to punctual, regular, and consistent attendance.

Preferred Qualifications:
One (1) year previous call center or help desk service experience