What are the responsibilities and job description for the Representative II - TOC position at Altice USA?
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
The main function of the TOC is to reduce truck rolls while providing a positive customer experience by reducing the number of service visits which also results in opening available dispatch quota. The TOC representative will be responsible for the investigation and root cause analysis of commercial or residential service visits, escalations, and system outages, through the use of department soft tools as related to system performance, HFC / FTTH plant knowledge, and general office tools. This position will be responsible for appropriately escalating service impacting issues to the proper department ensuring service expectations are met and maintained.
- Utilize soft tools to analyze customer accounts with active service visits to determine source of the issue.
- Make customer contact to assist in troubleshooting the service issue or to advise of Plant issue in order to cancel the service visit.
- Identify source of the issue and create the necessary DSTX / UTT ticket.
- Escalate customer / Plant issues to the proper department (Field Service, OSP, ISP, CECR) for resolution.
- Use DDP / IDA to cancel service visit, set up COS / SRO as needed.
- Document necessary information in DDP/IDA.
- Utilize department reporting and emails to review high volume nodes in all regions for possible Plant issues.
- Review email requests from other departments to review accounts and respond accordingly.
- Conduct work ups on Field and Management requests that are not CECR / VIP related.
- Advanced knowledge of soft tools including Remedy and DSTX/UTT ticket creation, Cable Data / IDA, ServAssure, SevOne, My world (Ubisense), Cisco Prime Home (Panorama), WHA, NetQ, ETA Direct, Lightspeed, and Workfront.
- Proficient in Microsoft Excel and Word including pivot charts, document generation, and revisions and archiving.
- Must be a proficient communicator with ability to focus on the customer needs while fostering collaboration across departments. Prior demonstration of these skills is necessary.
- Ability to work independently.
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our for further details.
We are an Equal Opportunity Employer M/F/Disability/Vet and maintain a drug-free and smoke-free workplace
