TAC Lead in Bluffton, South Carolina, US at Hargray

Date Posted: 7/9/2019

Job Snapshot

Job Description

Technical Assistance Center Lead Job Description

General Description: Answers calls from customers and employees. Responsible for supporting Hargray Internet, Video and Telephone services while delivering excellent customer service to our customers and promptly answering customer inquiries, providing accurate information while troubleshooting and problem solving with new and existing customers along with TAC agents.   Real-time monitoring and engagement with agents to ensure adherence to schedules, work queues, efficient network and area trending that drives call volume, and provides feedback to leadership regarding agent behaviors and morale.

Duties & Responsibilities: Meet or exceed key performance metrics and overall company goals. Provides prompt resolution to customers via telephone and/or e-mail to assist with a variety of customer inquiries and issues. Performs complex diagnostic troubleshooting to resolve voice, video & data service issues. 

  • Strives for first call resolution while handling all issues with urgency, ownership and accountability.
  • Leverages a variety of software applications to manage customer account information as well as diagnose and resolve technical issues.
  • Communicates effectively with customers in a professional manner while setting accurate expectations for issue resolution.
  • Ability to positively and effectively diffuse and resolve customer escalations
  • Communicates independently, effectively, clearly and professionally with managers, supervisors, and employees to establish and maintain collegial and collegial relationships
  • Assists other departments as required to ensure the prompt response to service issues
  • Monitors call queues, chat/email queues, trouble queues, and outbound dialing queues to ensure all workloads are assigned and reallocated as needed based on staffing levels and business need.
  • Helps define customer requirements and expectations and be able to discuss how to integrate and migrate customers to new technology with existing customer premise equipment (CPE). Provides training assistance for new employees; participates in cross training.
  • Performs other related duties as assigned to ensure effective operation of the department and the Company.

Job Requirements

Minimum Qualifications:

  • High school diploma or equivalent 2 years of similar work experience
  • Must have the ability to understand broadband, television, and telephone service offerings and effectively communicate that technology to customers.
  • Must be a self-starter able to work without close supervision and to think independently.
  • Proficient in personal computer use with good keyboard skills. Excellent interpersonal communications skills including a proven ability to listen and understand customers, as well as ability to work in a team environment.
  • Regular, consistent and punctual attendance.
  • Must be able to work nights and weekends, variable schedule(s), Holidays and overtime as necessary.
  • Prior call center experience required

Additional Qualifications Desired:

  • Experience in the Telecommunications industry supporting voice, data and video services.
  • Experience diagnosing PC hardware, software, operating system and cable modem and cabling issues.
  • Familiarity with basic Telecommunications terms and infrastructure
  • Excellent knowledge of Windows and Macintosh operating systems, Internet IP Protocols, web browsers, e-mail and other PC software applications
  • Knowledge of Service Order and Billing process
  • Experience with different Applications Sales or upselling experience