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Dispatcher - Mid-Level
Ref No.: 18-13577
Location: Costa Mesa, California
Description/Comment:Receive high volume of incoming phone calls and respond to inquiries in a manner which meets high quality, productivity and other performance standards
• Support internal customers in a professional manner; resolve complaints successfully in accordance with established guidelines. Inform management of all unresolved complaints
• Work with all National Help Desks, National and Regional Operations Centers, and local technical staff to investigate, assess, and resolve issues including same-day requests.
• Coordinate effectively with other departments as needed and document activities
• Create accounts and update information on existing accounts. Properly use billing, provisioning, trouble-ticketing, and related customer-management systems.
• Perform all required functions in an accurate, efficient and professional manner. Follow all company policies and procedures and comply with all performance and attendance standards
• Provide information regarding products and services, and respond to various types of inquiries
• Provide outstanding customer service following all established guidelines, policies, and procedures
• Strong analytical and problem solving skills are essential.
• Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs
• Provide technical support of all Charter products and services, including internet and advanced technical phone support for our Field technician’s activation/initialization of video/internet/phone service.
• Diagnose and resolve software/hardware problems including identifying customer premises equipment.
• Resolve specific technical issues regarding more advanced aspects such as the NIC, PC settings, server data and boot files and installing hardware and drivers.
• Analyze customer history data to determine which solutions have been tried and provide alternative recommendations.
• May need to provide quota and routing support.
• May perform other related duties and responsibilities as assigned and/or required.

Additional Job Details:Shift - 9-6,10-7 or 11-8p may change according to business needs, overtime may be needed based on business needs