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Description

Position Summary

The Brainiac - Tier 3 is responsible for enhancing and optimizing our customer engagement and support systems. The Brainiac - Tier 3 will be responsible for managing and improving the technology and tools that enable us to deliver exceptional customer experiences. This role requires a strong blend of technical expertise, project management skills, and a passion for ensuring seamless interactions with our customers.

The Brainiac - Tier 3 will play a pivotal role in ensuring the highest level of product quality and customer satisfaction. The ideal candidate will have a strong background in quality control methodologies, impeccable attention to detail, and the ability to collaborate effectively with cross-functional teams. The Brainiac - Tier 3 must demonstrate a strong knowledge of the company’s practices and procedures and must be able to perform the basic job duties of a Universal Technical Call Center Agent.

The Brainiac - Tier 3 reports directly to the Director, Customer Experience Operations. There are no direct reports to this position.

The Brainiac - Tier 3 interfaces with the following departments within the Company:

Interface Contact - Regarding

Customer Operations - Customer Issues, Quality Assurance, Call Center Agent Tool Maintenance

Technical Operations - Proactive Network Monitoring, Customer Trend Analysis

Engineering - Service Issues

Sales - Marketing of Support Agreements

Marketing - Current Promotions, Customer Trend Analysis

Essential Functions

• Providing proactive network performance monitoring and customer service quality assurance by:
• Customer Service: Answering all incoming customer and field personnel calls efficiently and thoroughly in a positive manner to which they are assigned;
• Technical Support: Providing troubleshooting and support to the customer’s and contract field personnel request that are within skill proficiencies, Company policies, and department procedures;
• Quality Control: Conducting thorough inspections of inbound and outbound customer service interactions to ensure they meet established quality standards and specifications.
• Process Monitoring: Continuously monitoring production processes to identify any deviations from quality standards. Collaborate with Customer Operations teams to recommend corrective actions as needed.
• Documentation: Maintaining accurate and up-to-date records of quality control tests, procedures, and outcomes. Prepare comprehensive quality reports for internal review and ad-hoc issue investigation.
• Root Cause Analysis: Investigating service related issues, substandard network performance, and customer satisfaction scores. Collaborate with cross-functional teams to help develop and implement corrective and preventive processes.
• Data Analysis: Analyzing quality data trends to identify patterns, areas of concern, and opportunities for improvement. Present findings to management and recommend appropriate actions.
• Provisioning Support: Providing support for the hosted platform, including hosted email support, DNS changes, domain registration and renewal;
• Escalations: Forwarding all requests or problems beyond their skill level to the appropriate area of the Company;
• Meeting the standards of performance established by management for their job description;
• Proper use of all equipment and services assigned to a Customer Service Operations workstations and the department;
• Provide backup assistance for Brainiac – Tier 1 & 2 activities;
• Managing and improving the technology and tools that enable us to deliver exceptional customer experiences by;
• System Management: Overseeing the configuration, maintenance, and optimization of customer experience platforms, including CRM systems, live chat, helpdesk, and other relevant software.
• Integration: Collaborating with IT and other relevant departments to integrate customer experience systems with other business systems, enhancing data flow and accessibility.
• Process Improvement: Identifying areas for process improvement in customer interactions and support workflows. Develop and implement solutions to enhance efficiency and effectiveness.
• Troubleshooting: Investigating and resolving technical issues, system errors, and user challenges related to customer experience platforms. Coordinating with IT and vendors for more complex issues.
• System Upgrades: Managing system upgrades, updates, and enhancements, collaborating with IT and vendors to ensure smooth transitions and minimal disruption to customer service operations.
• User Support: Serving as a point of contact for user inquiries, providing timely and effective support for system-related questions and issues.
• Using design specifications or manuals to assist in detecting service problems;
• Properly documenting all work activities according to established standing operating procedures and practices;
• Properly noting and coding ALL account interactions;
• Developing their personal skills and knowledge by:
• Attendance and participation in all training sessions, meetings, and coaching sessions as assigned;
• Working towards the successful completion of annual personal, department and company goals;
• Meeting the standards set forth by the management of Customer Operations;
• Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager;
• Keeping the department neat and organized;
• Insuring the confidentiality of all customer information;
• Actively promoting the sale and retention of the Company's services to our customers and co-workers;
• Performing outbound calling assignments when assigned by the department supervisor;
• Actively pursuing the unauthorized use of our cable services;
• Accurately recording time sheets and notifying a supervisor of all deviations to their scheduled work shift;
• Helping to create an atmosphere of positive team work, cultural change and employee relations;
• Following and enforcing the Company’s policies and procedures, including the EEO guidelines and safety, at all times;
• Performing all other duties as deemed necessary and are within the guidelines of the department goals.

Education and Experience Requirements

• High School diploma/equivalent – required
• Demonstrate through testing via written and or oral testing the ability to troubleshoot/ configure advanced customer premise equipment and computers-- required
• Above average knowledge of cable modem/hybrid fiber-coax network architecture
• Above average knowledge of telephone system terms and equipment
• Above average knowledge of Internet, Video and Phone terms and equipment
• Above average knowledge of MOCA technical specifications
• Above average knowledge of POP/SMTP, DNS, DHCP, FTP and other common network protocols
• Above average analytical skills
• A+ Certification or equivalent – preferred
• 2 year of computer repair experience – preferred
• 2 year of retail or customer service experience – preferred
• Associate degree in Electronics/IT related – preferred
• CCNA/CCNP, Network +, MCSE training/certificate – preferred
• 1 year prior practical experience in CATV system maintenance – preferred

Core Competencies

• Accountable – See it, Own it, Solve It, Do it. Hold each other accountable
• Agile – embraces change, adaptable and flexible, sense of urgency.
• Collaborative – Teamwork, proactive knowledge sharing, constructive conflict
• Customer Focused – External/Internal creates the exceptional customer experience, demonstrates a sales and service mentality.
• Innovative – uses critical thinking; creativity; continuous learning; challenges the status quo.

Job Specific Competencies

Other Skills and Requirements

• Ability to read and understand CAD designs
• Keyboarding/typing speed: 30 words per minute
• Software applications: Windows operating, Auto CAD LT, Microsoft Office, PC antivirus, computer diagnostics, network optimization software, and remote desktop connection
• Present a professional appearance and demeanor
• Background record that meets Company standards;
• Punctuality and good attendance
• Reliable means of transportation at all times;
• Maintains confidentiality and does not disclose confidential information acquired in the course of work except when authorized and/or unless legally obligated to do so

Working Conditions and Physical Demands

• Physical Demands:
• May include walking, kneeling, standing, regularly lifting up to 20 pounds, stooping, crawling, climbing stairs, climbing ladders, sitting, driving, hearing, talking, vision, use of hands and fingers to grasp, hold, pick-up, rotate, keyboard, etc.
• Working Conditions:
• The Brainiac - Tier 3 is a non-exempt position. The working hours may vary to accommodate the needs of the department and may require nights, weekends and/or holidays.
• Overtime may be required and must be approved in advance by the supervisor.
• The Company is a drug-free workplace. All employees are required to adhere to the Company’s drug-free workplace programs and policies. Pre-employment testing is mandatory along with random testing throughout continued employment.
• The duties assigned, the hours worked, and the status of this position is subject to change as the needs of the company changes.
• The Brainiac - Tier 3 works in a competitive environment, and as such works to consistently present a positive, proactive meeting of customer needs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Use of Company Resources, Equipment and Confidential Information

Company resources, equipment and information are provided to employees to facilitate work. They may not be used for purposes other than work without proper authorization. Any unauthorized use of company resources, equipment or information is strictly prohibited. Any unauthorized use of customer data or any other company information gained via any company resource is a breach of confidentiality and is strictly prohibited. Any unauthorized use of company resources, equipment information and/or breaches of confidentiality may be cause for termination of employment.

The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required and may be expanded or changed to include other duties or responsibilities that management may deem necessary from time to time.