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Mobile Tier 3 Customer Service

Date posted 10/17/2019 Requisition Number: 251255BR Location: United States - Missouri - Kansas City Area of Interest: Customer Service, Mobile Position Type: Full Time
Job Summary
The Mobile Customer Service Tier 3 serves as internal and external interface for handling and resolving difficult and complex mobile related fulfilment, shipping, billing, and troubleshooting – both device and service – scenarios. The successful Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company’s Mobile offerings, technical requirements, device features and functionality, network capability, and billing information. The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter’s policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.

Major Duties and Responsibilities
  • Provide enhanced technical support for customers on the more complex device, billing or service issues. Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendors
  • Possess knowledge of all front line agent training content, processes and practices covering billing, device features and functionality, and service troubleshooting
  • Monitor and track all Tier 3 ticket submissions, resolutions and response time
  • Interact with Tier 1 specialists and resolve escalated problems. Work with management team on more critical issues when necessary.
  • Communicate systemic device, feature or service problems, as appropriate, to management
  • Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
  • Accurately document customer account records based on actions taken
  • Demonstrates accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency
  • Manage internal and external contacts professionally and efficiently.
  • Fulfill work schedules as required.
  • Ability to perform other duties and/or projects as assigned
Required Qualifications - Skills/Abilities and Knowledge
  • Ability to effectively diagnose mobile device, feature or service malfunctions
  • Ability to communicate findings and potential causation to other representatives or leaders
  • Excellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier 4) departments, and external vendors
  • Complex problem solving skills
  • Strong follow-up skills, accuracy and attention to detail
  • Excellent customer service skills, including positive phone demeanor
  • Works various schedules including holidays
  • Proficiency with PCs, Microsoft Office Suite and general intranet navigation
  • Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently.
  • Ability to troubleshoot multiple technical operational problems concurrently
  • A basic understanding of Mobile network structure and functionality
Related Work Experience
  • Experience working in mobile or telecommunications call center or previous tier 2/3 technical support
  • Previous customer service representative experience
  • Previous IT or technical support/troubleshooting experience
  • High school diploma or equivalent; some college or technical training preferred
Preferred Qualifications
  • Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services
  • Knowledge of Spectrum Mobile offers and billing system
Working Conditions
  • Normal office conditions
  • Schedule 2:00 pm - 11:00 pm Sun/Mon off
  • Schedule 2:30 pm - 11:00 pm Sun off plus you choose your second day of Monday/Tuesday/Thursday or Friday off
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster:
Charter is committed to diversity, and values the ways in which we are different.


The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications 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, or any other basis protected by federal, state or local laws.

FCC Unit: 13535 Business Unit: Customer Operations Apply Later

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