Advanced Support Reps

Location: CO OP CITY, Bronx, NY 10475 Employment Type: Full Time, Temporary/Contract/Project Pay Rate: 13.75 - 17.00 USD /hour Principles of the Job: We are building an employee base that will provide service to our customers, based on our expertise in the delivery of our products and services.  You will provide a broad range of customer support with an expertise in ttechnical troubleshooting. These customer transactions range from basic troubleshooting questions to the presentation of more complicated issues with services in the product suite. We expect to receive regular feedback from you to improve established process or procedures Duties and Responsibilities:1.  Provide professional, courteous, responsive and accurate service to our customers.2.  Responsible for providing  advanced customer service support on products to achieve high levels of customer satisfaction.3.  Effective and efficient handling of customer transactions in real time including but not limited to: working simultaneously with multiple software applications; immediate/direct keyboarding into customer service information systems; consistently following up on promises and commitments on a timely basis; and appropriately identify and escalate unresolved issues. 4.  Provide routine customer service support including but not limited to: utilizing standardized troubleshooting procedures, monitoring, identifying and reporting on outages, using tools to determine equipment signal levels and frequencies, resetting customer devices, determining customer location/equipment issues, educating customers on use of equipment, scheduling  in-home service appointments, and as necessary, explaining billing statements and taking customer payments for service. 5.  Effectively communicate using customer friendly and appropriate language to identify problems, root causes (problem source) and solutions on advanced technologies such as:  SAP, Dolby audio, DVR, Digital versus Analog devices, HDTV, EDTV, HDMI, DVI, Component and Composite cabling, DV, S-Video, Interlaced and Progressive Scan Signals, DOCSIS versus DAVIC, WiFi, RAM, Megabytes, Kilobytes and Kilobits, etc.6.  Consistently and accurately document to databases as required (ie; Remedy trouble ticketing system and Cabledata).  7.  Maintain an effective working knowledge of our Network infrastructure and use that knowledge to effectively troubleshoot components to resolve customer related issues.8.  On a daily basis, keep current and informed on all informational sources available (i.e., KDB, field communications, training documents, etc.). 9.  Perform all work-related tasks, including escalation of issues, in a manner that is in compliance with values, policies and procedures. 10.  Must consistently meet all delivery, technical, productivity, and process goals consistent with grade level requirements.11.  Participates in special projects and performs other duties as assigned.  Qualifications:a)  High school diploma or equivalent.  Some college computer course work or certification preferred. b) Certified training or demonstrated work experience using computer-based tools to isolate, diagnose, troubleshoot and resolve technical issues. c)  Previous work experience in a fast paced, performance–measured environment while managing multiple functions required. Minimum of 1+ year customer service experience in a call center environment , or a degree and/or certification from an accredited educational institution. d) Demonstrated previous work experience, course work or certification in the use, configuration, diagnostic testing, set-up and troubleshooting of current Operating Systems environments. e)  Knowledge of and experience using software applications such as Excel, Word, Database tracking software, trouble ticketing systems, and email client servers such as Outlook, Lotus Notes or GroupWise. f) 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 Cablevision. g)  Must be proficient in problem solving and have a strong orientation to customer service. h)  Position requires sitting for extended periods of time. i)  Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.Training Class Begins: June 14, 2008- Spanish-English Speaking Training and Perm Shift Schedule: 3:30pm-12am Tuesday thru Saturday  Must be flexible to work either the day shift or night shift.  Please email a word document of your resume to melissapaolini@spherion.com if you are interested.