Advanced Product Support Specialist at Time Warner… · Charlotte

Company Description

Time Warner Cable believes that by providing our employees with a complete array of benefits, we can help them take care of the people who matter the most, both at work and at home. You will receive a total compensation package that includes monthly variable pay opportunities, performance bonuses, generous benefits, discount pricing on our residential products (so long as you live within our service area) and more. You’ll also discover ample resources and encouragement that inspire career progression and help you grow at your own pace.

Job Description

Time Warner Cable Commercial Services Department currently seeks Advanced Product Support Agents located in Charlotte, NC. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.

Position Summary: The purpose of this position is to provide advanced technical support by telephone for high-end customer networks, such as Metro-Ethernet (fiber), PRI phone service, and switched MDU/MTU (hospitality). This position will also be responsible for working with both a Regional and Global NOC for real time proactive network alerts and customer notifications and may also participate in an on-call rotation.

Essential Job Functions:

•Assist customer’s IT staff to ensure that performance expectations and needs are met.

•Provide support-related feedback to management and offer recommendations on tools or processes that may improve the customer support experience.

•Support custom Metro Ethernet Dedicated Access, switched based MDU environments, and large scale wireless environments as well as mixed Metro-E and RF implementations.

•Work with NOC (Network Operations Center) to provide proactive/real-time down notification alerts for enterprise commercial accounts.

•Provide technical expertise to both customers and Operations Staff to ensure optimal performance and maximum uptime of TWC data services.

•In-depth knowledge of LAN/WAN applications, protocols, and hardware required including Cisco IOS, RIP, EIGRP, with a working knowledge of SONET, MPLS and VOIP

•Working knowledge of telecommunications infrastructure, and equipment, including PBX, as well as T1, T3, DS carriers and Optical carriers.

Job Requirements: **24/7/365 Operation**

•Working knowledge of DNS, Email hosting and client / server configurations, Web hosting •Working Knowledge of network security protocols, firewalls, and VPN configuration and troubleshooting required.

•Working knowledge of Microsoft Office applications, including Word, Excel, Visio, and PowerPoint required.

•Must be able to follow issues through to resolution in a timely and efficient manner while providing superior customer service to high dollar customers in a professional and courteous manner. •Must be able to perform successfully in a fast paced Operations environment and handle multiple tasks simultaneously. •Working knowledge of standard network protocols like SMTP, POP, SNMP, telnet, SSH, FTP, TFTP, DHCP

•Working knowledge of Time Warner Cable Digital Phone product (1year is preferred).

•Expert knowledge of Windows platforms with a working knowledge of both UNIX and LINUX platforms. •Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. •Ability to write reports, business correspondence, and procedure manuals.

•Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. •Ability to define problems collects data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

•All other Duties As Assigned

The above list of duties and responsibilities is intended to describe the overall nature and level of work being performed by individuals assigned to this position. The list is not intended to be an exhaustive list of all duties, responsibilities or skills that may be required of individuals in this position.

Qualifications

Education and Experience:

•Bachelor's degree (B. A.) from four-year College or university; or equivalent training, education and experience preferred. •B.S/B.A., Information Systems, Computer Science or Engineering preferred

•2-5 years of LAN/WAN support troubleshooting experience with enterprise level customers and associated networks required. •CCNA certification required or equivalent work experience.

•6 mos - 1 year experience in a technical field, preferably with responsibility for LAN/WAN configuration, support, and interoperability preferred.

•6 mos - 1 yr previous experience communicating with corporate customers in technical support environment preferred

More on TWC Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status

Additional Information

Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment StatusAll your information will be kept confidential according to EEO guidelines.