Technical Support Lead- VR
On-siteEl Paso, Texas, United States
Job Summary
Act as the primary contact for internet, phone, video, and basic billing inquiries, resolving complex service issues and handling account tasks like payments and balance checks. Serve as a subject matter expert to address team questions and customer escalations, ensuring exceptional experiences before closing interactions. Participate in quality coaching sessions, identify training skill gaps, and provide feedback to improve team efficiency. Coordinate with call center supervision to maintain operational standards while accurately documenting all customer account records. Fulfill assigned work schedules and comply with all company policies in a call center environment.
Required Qualifications
- Ability to read, write, speak and understand English and Spanish
- Knowledgeable/experienced in internet/phone/video operations
- High school diploma or equivalent
- Successful completion of a minimum of 1 year as a CSR
- Successfully fulfilled Career Progression requirements
- Experience working in cable operations and/or telecommunications call center
- Advanced knowledge/experience of internet, phone and video repair
- Ability to multi-task
- Proven organization and time management skills
- Excellent interpersonal skills
- Ability to effectively train and assist in supervision of other representatives
- Proficiency with PCs, Microsoft Office Suite, and application navigation
Desired Qualifications
- Associate degree
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.