Job Details

Job Summary

As contact centers for Optimum, our mission is to provide effective and efficient technical support while ensuring resolution of hardware issues for our valued customers. The primary function of the Tech Support Representative is to provide customers with real-time support for their Optimum products while closing tickets efficiently. The Tech Support Representative is responsible for ensuring that customer relationships are managed through excellent communication and technical acumen in each interaction.

Responsibilities

• First level customer troubleshooting to Optimum customers, through email, chat and phone, for all Optimum products and services, including support of multiple devices, depending on business needs (e.g. Smart WIFI, Programming Packages, OptimumVoice, OptimumOnline, OptimumOne, OptimumMobile, etc.).
• Explain product values to initiate service changes, handle customer disputes regarding customers' accounts, and general and technical product inquiries consistent with the Optimumbrand.
• Own the customer's issue, in real time from start to finish by troubleshooting and diagnosing technical issues and offering resolution, working simultaneously with multiple software applications.
• Consistently following up on promises and commitments on a timely basis, and appropriately identify and escalate unresolved issues.

Qualifications

• High school diploma or equivalent. Some College preferred.
• 1+ years of customer service experience in a performance managed environment that is a technology focused with high volume troubleshooting through phone, email and chat.
• 1+ years demonstrated experience with the use of PCs, including familiarity with and experience in the use of industry standard applications, along with the ability to navigate in a multi-window based environment. Should have demonstrated expertise in one or more of the following specialties: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, IP Products, New Technology) and Communications such as cellular.
• Excellent interpersonal skills with a focus on rapport building, listening, and questioning skills. Must be able to exhibit written and oral communications skills to a standard as set by Altice.
• Analytical problem solving skills and basic math skills required.
• Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.

At Optimum, we're fueled by our four core pillars: Taking Ownership, Upholding Transparency, Creating Community, and Demonstrating Expertise. Our commitment to empowering employees to take responsibility and embrace proactive problem-solving underpins Taking Ownership. Upholding Transparency is at the core of our culture, with open and honest communication fostering trust among our dedicated team and loyal customers. Creating Community is more than a goal; it's our daily commitment to fostering an environment of collaboration, innovation, and positivity. Demonstrating expertise is a promise we uphold through continuous learning and engagement with our customers to consistently deliver top-quality products and services. These pillars not only shape our culture but define Optimum as a place of excellence, trustworthiness, and thriving community, and we invite you to be a part of our journey.

If you have the drive to succeed and are ready to embark on a thrilling career, seize this opportunity today, and join our winning team, so together, we'll shape the future of connectivity.

All job descriptions and required skills, qualifications and responsibilities for a particular position are subject to modification by the Company from time to time, in the Company's discretion based on business necessity.

We are an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The Company collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.

Applicants for employment with The Company will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.