Job Summary:
The DirecTV Support Representative will interact with the company’s customers including property residents, property managers, property owners, and our DIRECT TV customers. This position will consist of providing excellent phone-based customer service assisting with all DirecTV issues, setting up new service, troubleshooting service issues using multiple account platforms, and other assigned duties.
Duties/Responsibilities:
- Interacts with customers to provide customer service, technical support with thorough knowledge of information about our DirecTV products and services.
- Monitors status of property wide service via web-based software notification program.
- Opens and prioritizes trouble tickets, keeping systems up to date and organized.
- Input, maintain, and update customer information/demographics.
- Thorough knowledge of service issue causes, error codes and troubleshooting steps/action(s) needed for resolution.
- Knowledge of our external and internal departments to get the customer to the right people to further assist.
- Knowledge of DEMO equipment, troubleshooting service issues.
- Sending reauthorizations/activating equipment
- Knowledge of the DirecTV L&I systems used COM, DRE, Head-End.
- Processing channel change request forms to add / remove programming
- Defusing escalations
- Dealer Escalations
- SD to HD migrations
- Ensures that appropriate actions are taken to resolve customers’ problems and concerns.
- Performs other related duties as assigned.
Required Skills/Abilities:
- Demonstrated excellent customer service experience.
- Television service knowledge is highly preferred.
- Familiarity with the following systems: OPUS, DWS, Sara Plus, DSI, Synder, DirecTV 360, OPUS Activation Portal, Sales Credit interface, CCKM, TV Promise
- Excellent communication skills including active listening.
- Service-oriented and able to resolve customer grievances and dealer escalations.
- Proficient computer skills with the ability to learn new software.
- Ability to work well in a fast-paced environment.
- Ability to work flexible hours.
Education and Experience:
- High school diploma or equivalent.
- Minimum of 1+ years customer service experience.
- Minimum of 1+ years in TV sales
Physical Requirements:
- Prolonged periods sitting at a desk and working on a computer.
- Must be able to lift a minimum of 15 pounds at times.
Pay: From $20.00 per hour
Expected hours: No less than 40 per week
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Vision insurance
- Work from home
Work Location: Remote
