Current Postings at Marco Island Cable / NuVu
Date: Aug 23, 2012
Job Posting Title: Technical Support Representative
Job Posting Category: Technical Support
Work Site: FL – Naples
Department: Customer Service Group / IT
Job Description
The well qualified candidate has the experience to provide technical support, in an in-bound call center environment, and will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner. Representatives will perform related work as required.
Duties and Tasks/Essential Functions:
Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
Gather customer’s information and determine the issue by evaluating and analyzing the symptoms;
Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, television service, VOIP and more;
Research required information using available resources;
Follow standard processes and procedures;
Identify and escalate priority issues per Client specifications;
Redirect problems to appropriate resource;
Accurately process and record call transactions using a computer and designated tracking software;
Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
Organize ideas and communicate oral messages appropriate to listeners and situations;
Follow up and make scheduled call backs to customers where necessary;
Stay current with system information, changes and updates.
Skill and Knowledge Qualifications:
Proper phone etiquette; Ability to speak and write clearly and accurately; Demonstrated proficiency in typing and grammar; Knowledge of relevant software computer applications and equipment; Knowledge of customer service principles and practices; Effective listening skills; Willingness to co-operate with others and work to the greater good; Multi-tasking capabilities; Minimum 12 hours of weekend working availability on a Saturday or Sunday
Competencies:
Exemplary Attendance and Punctuality
Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures.
Focuses and guides self and team members in accomplishing work objectives.
Interacts with others in a way that gives them confidence in one’s intentions and those of the organization.
Clearly conveys and receives information and ideas, through a variety of media, to individuals or groups in a manner that engages the audience, helping them understand and retain the message, and permitting response and feedback from the listener.
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Identifies and understands issues, problems, and opportunities; compares data from different sources to draw conclusions; uses effective approaches for choosing a course of action or developing appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences.
Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
Establishes proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits.
Maintains stable performance under pressure or opposition (such as time pressure or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
Possesses, acquires, and maintains the technical/professional expertise required to do the job effectively and to create effective customer solutions. Technical/professional expertise is demonstrated through problem solving, applying technical knowledge, and product and service management for the functional area in which employee operates.
Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivations.
Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
Conditions:
Must be able to sit for long periods of time
Position requires use of headset/microphone
Minimum Background:
High school diploma, GED Certificate, or equivalent, together with technical training and certifications necessary to the proper performance of job functions and at least 3 years of relevant work experience related to the technical operations of a cable television system, or an equivalent combination of training and work experience.
Benefit Eligible: Yes
Exemption Status: Non-exempt
Hours/Pay Period: 40 per week
Compensation Detail: Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $13.00 per hour.
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Date: Aug 13, 2012
Job Posting Title: Technician – FTTH/Cable Television/Internet/Voice
Job Posting Category: Technical
Work Site: FL – Naples
Department: Field Service Unit
Job Description
The well qualified candidate has the experience to properly operate, troubleshoot, maintain, and repair cable television infrastructure in a fiber to the premises environment; to assure quality reception of cable television services to the point of delivery; and to minimize service problems that terminate, disrupt, degrade, or otherwise interfere with the delivery of quality cable television, Internet and voice services to customers within an assigned service area. Candidates will possess the ability and experience to provide cable line locates to identify and protect underground facilities from damage.
A preferred candidate will maintain their own tools associated with cable television maintenance and will take proper care of all assigned departmental equipment, tools, records, inventories, facilities and properties required to correct problems in the cable television system.
Ideal candidates possess experiences with triple-play service installs and extending service lines to new and existing customers. Such a candidate is expected to take reasonable advantage of additional training, education, and industry seminars as necessary to remain current with technology and methods for maintaining cable television services.
General Duties:
- Receiving work assignments from Company representatives, other designated supervisory personnel, or by electronic terminal.
- Performing splicing operations in connection with the construction, installation, and maintenance of copper and fiber optic based outside plant facilities.
- Installing, repairing and maintaining inside cables, wires and plug-in equipment to connect television, Internet and voice systems and equipment.
- Reading and interpreting engineering plans, facilities plats, and/or vendor specification documents for the purpose of constructing, locating, and/or repairing copper coaxial cable and/or fiber optic based facilities.
- Using test equipment for constructing, installing, and repairing digital carrier systems and high capacity circuits in both copper and fiber based outside plant facilities.
- Making face-to-face customer contacts while communicating with customers before, during, and after the work operation.
- Identifying and meeting individual customer requirements on installation or repair orders.
- Completing all related administrative paperwork to include, but not limited to, daily time sheets and work order completion.
- Other Duties and Responsibilities: carries out other duties and responsibilities as assigned, or as necessary or incidental to the performance of job duties and the proper management of the Cable Television Department.
Minimum Background:
High school diploma, GED Certificate, or equivalent, together with technical training and certifications necessary for the proper operation, maintenance, and repair of cable infrastructure, and at least 3 years of relevant work experience related to the technical operations of a cable television system, or an equivalent combination of training and work experience.
Must possess a valid Florida Driver License, or the ability to obtain a Florida Driver License within 14 days from the date of employment, and a good driving record.
Must demonstrate job knowledge, proficient job skills, and effective work habits as necessary to the proper performance of job duties, responsibilities, and assignments, including but not limited to the ability to: exercise good judgment; identify and correct workplace problems; foster “team” cooperation in others; learn and apply new knowledge and skills in the workplace; effectively work with others and provide leadership as necessary to attain workplace goals; plan and organize one’s work and workplace to be orderly and safe; be reliable, productive, innovative, and self motivated as necessary to work effectively without close supervision; demonstrate good verbal and written communication skills; attend and be responsive to workplace needs and goals; produce quality work products that are in good order, accurate, and thorough in content and effect; and effectively perform one’s work assignments within departmental and budgetary directives.
Must demonstrate personal behavioral characteristics which are conducive to establishing and maintaining harmonious and effective working relationships with others, including, but not limited to the ability: to: adapt to changing workplace conditions; work cooperatively with others; treat others with respect; present an appearance in dress, hygiene, look, and behavior that is appropriate to one’s job position, duties, and responsibilities; demonstrate emotional stability in dealing with others; and demonstrate a high standard of personal integrity in all workplace relationships.
Benefit Eligible: Yes
Exemption Status: Non-exempt
Hours/Pay Period: 40 per week
Schedule Details: Monday – Friday, 8:30-5:30, Occasional Saturday (1 hr. lunch)
Weekend Schedule: N/A
Compensation Detail: Education, experience and tenure may be considered along with internal equity when job offers are extended. The minimum pay rate is $16.00 per hour.
Send Resume to: Click to Email Employer! – Please, No Phone Calls or Walk Ins
