Role Description

Under general supervision and direction, the Technical Care Specialist Trainee resolves technical issues for Cable One video and internet service customers in a professional, courteous, and efficient manner.

• Answers calls from Cable One customers and responds to inquiries in a professional manner.
• Troubleshoots customers’ technical problems with video and internet services including, but not limited to:
  • Modems/routing
  • Internet connections
  • Wireless service
  • Cable/video equipment issues
  • Setting up email accounts
• Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Procedures.
• Creates and notates service tickets for selected calls.
• Remains current on new technology and software issues that affect Cable One customers.
• Provides timely feedback to Cable One leadership regarding service failures or customer concerns.
• Other duties and/or responsibilities not specifically set forth above may, however, be assigned as needed.

Qualifications

• High school diploma or general education degree (GED); or three to six months related experience and/or training; or equivalent combination of education and experience.
• Associate’s degree (A.A.) preferred.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or associates of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to deal with problems involving several concrete variables in standardized situations.

Requirements

• Committed: Values each and every customer, while working hard to keep their business and support our communities.
• Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.
• Proactive: Understand what our customers need, and actively works to make their relationship with us seamless, easy, and rewarding.
• Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

• Medical, dental, and vision plans – start when you start!
• Life insurance (self, spouse, children)
• Paid time off (vacation, holiday, and personal/sick days)
• 401(k) – 100% company match (match program starts after 1 year of service, up to 5% of eligible compensation)
• Group Legal plan with Identity Theft Protection
• Tuition reimbursement (up to $5,250 on 1st year)
• Annual community support to various organizations across the U.S.
• Associate recognition & awards programs
• Advancement opportunities
• Collaborative work environment