The WOW! Buzz

Stephanie – Customer Care Associate – Tier III

The life of a Customer Care Associate Tier III, here at WOW! is one of the most complex of all inbound call support. This position not only handles inbound service calls and typical technical support, as the Tier II’s control, such as:

• Supports the internet product by troubleshooting internet connectivity issues; setting up e-mail accounts in outlook/outlook express; and supporting Windows and MAC operating systems.
• Supports HSD by analyzing and troubleshooting slow speeds, installing and configuring security applications, and supporting webmail applications and the customer’s access to the portal website.
• Supports the phone product by educating the customer on the use of the service; setting up features, troubleshooting dial tone situations and poor sound quality.
• Responsible for recognizing and escalating 911 issues.
• Troubleshoots cable issues, including analog and digital video equipment (VOD, interactive guide, remote controls, parental controls); poor video quality; and unavailable channels the customer expects to receive.
• Supports billing calls by processing payments; accurately educating customers on their billing cycle, payment due dates and impact of non-pay status; accurately educating the customer on general charges to their account based on package and proration when changes are made.

The Tier III’s have additional duties which include:

• Involvement in project support for the call centers and Field operations
• Advanced F-Secure (security)Troubleshooting
• Advanced Home Networking Support
• Utilization of Network Operation Center tools to aid in the support of advanced service issues for all agents
• Provide support to customers with repeat issues
• Provide support to customers with escalated support issues
• Provide support for Dispatch escalations during high Dispatch contact volume periods

I had a chance to speak to one of our Tier III representative, Stephanie, and asked her the following questions:

• Tell me what a typical day in the life of WOW! Tier III is like?

Stephanie – Tier III’s have several tasks and applications we monitor throughout the day. We monitor two applications for Telephone Operations Team (TeleOps) which we work with our customers and TeleOps to fix or schedule a truck rolls to fix problems customer have with phone. We also monitor the Telephony Specialist (TeleSpec) inbox which has a variety of emails that come in throughout the day to include phone inquiry forms, seasonal requests, incorrect addresses, tech support along with escalation call backs and day call backs from the night crew.

• What are the tools you have available to do your job?

 Stephanie – WOW has provided the Tier III with several tools to do our jobs with. Along with all the TeleSpec tools, we also have phone database tasks and port ownership tool we monitor and are there to help assist with phone issues. The Tier III’s has access to several Network Operations tools to help with email and security problems. Tier III portal articles have all been updated and are very easy to follow, with step by step trouble shooting instructions for home networking problems the customer may have along with advanced networking tools to help our customers with any service related problems.

• What’s the most rewarding part of your job?

 Stephanie – The most rewarding part of being a Tier III is when you have helped either the customer or the rep solve a problem and everything is now working right. To hear relief in a customer or reps voice is a great feeling.

• What training do you have to go through to do your job?

 Stephanie – Along with the training for Tier II , technical support position we all received, The Tier III’s also attended several different gap training sessions to introduce us to and train us on all the tools wow has provided us with to help with any issue that arises with our equipment or services.

• What’s the most asked question you get from customers?

Stephanie – That is a hard question to answer. We never have just typical days and typical issues as Tier III. The most frequent issues we deal with everyday are porting in/out of phone numbers and home networking issues. Most common home networking question would be what the customer’s password is.

• Can WOW! Tier III’s answer other questions about my service?

Stephanie - Tier III can answer all service related questions asked by our customers. If we are not sure of the answer, we have several different resources to go to get the correct answer for our customer or reps.

  There is not a lot that this group cannot handle, when considering technical support. The group is made up of the best of the best technical support personnel. If this group cannot fix it, it probably cannot be fixed over the phone by anyone.