What are the responsibilities and job description for the Customer Service Representative position at Altice USA?
We are Altice USA; a family of businesses that includes Optimum, Optimum Mobile, Optimum Business, A4 advertising, Cheddar, and News12. Our common goal is connecting our customers to friends and family, shows they love, advertising that resonates and news that matters. We're building a workforce that thrives on collaboration, inclusion, and innovation. We hope connecting you to a potential role is just the beginning.
Responsibilities:
- Troubleshoot and provide resolution, through chat, email and phone, for advanced specialty technical issues for all Altice products and services, including support of multiple devices, depending on business needs (e.g. Programming Packages, Smart WIFI, Altice Business Voice, Altice Voice, Altice Online, Altice One, Altice Mobile, Porting for business lines, Static IP support, and bulk accounts).
- Capable of proving expertise on current up to date services and products. Educate customers on established troubleshooting procedures empowering the customer to engage in self-service tools that offer immediate resolution of reason for call.
- Effectively and efficiently handle customer interactions in real time including, but not limited to: working simultaneously with multiple software applications, customer service information systems, consistently following up on commitments on a timely basis, and appropriately identify and escalate unresolved issues.
- May be required to provide first level care supporting inclusive of responding to customer questions on billing and other account related and administrative questions regarding a customer's account.
- Act as a “feedback loop” to drive continuous improvement with the customer experience. Needs to share feedback on trends with regards to the performance of our products, gaps in functionality, and customer experience associated with product enhancements.
Altice USA provides paid training, coaching and mentoring to prepare you for success in this role.
Qualifications
- High school diploma or equivalent. A computer/networking certification is helpful
- Minimum six months of customer service or related experience
- Minimum six months of basic technical support experience
- customer service experience in a performance managed environment that is a technology focused with high volume troubleshooting through phone, email and chat.
- Knowledge or experience with: Network (RF Troubleshooting, email, DHCP Server, routers), Systems (Hardware, Software, Operating Systems, IP Products, New Technology) and Communications such as cellular.
- Ability to use multiple systems simultaneously including but not limited to trouble ticket databases, customer databases, troubleshoot software, etc. to record data and create notations in customer's account records
- Must be comfortable working in a fast-paced call center, conflict resolution environment and have the necessary skills to consistently perform to Altice
Requires flexibility to work evenings, weekends, holidays, overtime and changes in shift depending on the needs of the business.
Altice USA is 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.
Altice USA, Inc. 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 Altice 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.
