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Trouble Call Resolution Group, Associate

Company: Mediacom
Location: West Des Moines
Posted on: August 11, 2019

Job Description:

General Responsibilities: The Trouble Call Resolution Associate plays a very important role and will interact with customers and internal technicians. You will contact customers, prior to sending a physical technician, and work to resolve a problem to the customer's satisfaction. This will save both the customer and Mediacom time and money. Additional responsibilities include: identifying repeat trouble calls caused by improper diagnosis by both call center agents and/or field technicians that may lead to a poor customer experience. Strong customer service and problem solving skills are vital in this role. Specific Responsibilities: Responsible for identifying, reporting and auditing open trouble calls placed by Customer Care agents to ensure accuracy to reduce expenses associated with incorrectly diagnosed problems or system related issues affecting multiple customers. Audit near real-time trouble calls entered into CSG/Arris Confirm agents findings by reviewing tools like ServAssure and Maxion Identify and report training opportunities via internal reporting processes Contact customers and troubleshoot misdiagnosis issues to resolution Interface with Vendors on product failures and/or reoccurring performance issues Preferred/Experience Skills: Experienced with Mediacom's billing and scheduling application (CSG) Familiar with Maestro and the DAC in terms of provisioning (HIT's, INT's and Walled Garden) Ability to multi-task with limited supervision Good communication skills are required Ability to work flexible hours, including evenings, weekends, holidays and overtime as required Knowledge of Microsoft Office suite a plus Ability to work required days and hours Keywords: Customer Service, Technical Support, Technician

Keywords: Mediacom, West Des Moines , Trouble Call Resolution Group, Associate, Other , West Des Moines, Iowa

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