Customer service jobs in Charlotte, NC

About the role

Time Warner Cable Commercial Services Department currently seeks Advanced Product Support Agents located in Charlotte, NC. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position. The purpose of this position is to provide advanced technical support by telephone for high-end customer networks, such as Metro-Ethernet (fiber), PRI phone service, and switched MDU/MTU (hospitality). This position will also be responsible for working with both a Regional and Global NOC for real time proactive network alerts and customer notifications and may also participate in an on-call rotation.

What you'll bring

• 24/7/365 Operation**
• Working knowledge of DNS, Email hosting and client / server configurations, Web hosting
• Working Knowledge of network security protocols, firewalls, and VPN configuration and troubleshooting required.
• Working knowledge of Microsoft Office applications, including Word, Excel, Visio, and PowerPoint required.
• Must be able to follow issues through to resolution in a timely and efficient manner while providing superior customer service to high dollar customers in a professional and courteous manner.
• Must be able to perform successfully in a fast paced Operations environment and handle multiple tasks simultaneously.
• Working knowledge of standard network protocols like SMTP, POP, SNMP, telnet, SSH, FTP, TFTP, DHCP
• Working knowledge of Time Warner Cable Digital Phone product.
• Expert knowledge of Windows platforms with a working knowledge of both UNIX and LINUX platforms.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.