Brainiac - Tier 3

Job Code 207 | Nonexempt

About the role

The Brainiac - Tier 3 is responsible for enhancing and optimizing our customer engagement and support systems. This role manages and improves the technology and tools that enable us to deliver exceptional customer experiences, requiring a strong blend of technical expertise, project management skills, and a passion for seamless customer interactions. The Brainiac - Tier 3 plays a pivotal role in ensuring the highest level of product quality and customer satisfaction, with a focus on quality control methodologies, attention to detail, and cross-functional collaboration. This position reports directly to the Director, Customer Experience Operations and interfaces with Customer Operations, Technical Operations, Engineering, Sales, and Marketing departments.

Responsibilities

• Provide proactive network performance monitoring and customer service quality assurance:
  • Answer all incoming customer and field personnel calls efficiently and thoroughly in a positive manner.
  • Provide troubleshooting and support for customer and contract field personnel requests within skill proficiencies, Company policies, and department procedures.
  • Conduct thorough inspections of inbound and outbound customer service interactions to ensure they meet established quality standards.
  • Continuously monitor production processes to identify deviations from quality standards and collaborate with Customer Operations teams to recommend corrective actions.
  • Maintain accurate and up-to-date records of quality control tests, procedures, and outcomes; prepare comprehensive quality reports for internal review and ad-hoc issue investigations.
  • Investigate service-related issues, substandard network performance, and customer satisfaction scores; collaborate with cross-functional teams to develop and implement corrective and preventive processes.
  • Analyze quality data trends to identify patterns, areas of concern, and opportunities for improvement; present findings to management and recommend appropriate actions.
• Provide provisioning support for the hosted platform, including hosted email support, DNS changes, domain registration, and renewal.
• Escalate requests or problems beyond skill level to the appropriate area of the Company.
• Manage and improve the technology and tools that enable exceptional customer experiences:
  • Oversee the configuration, maintenance, and optimization of customer experience platforms, including CRM systems, live chat, helpdesk, and other relevant software.
  • Collaborate with IT and other departments to integrate customer experience systems with other business systems, enhancing data flow and accessibility.
  • Identify areas for process improvement in customer interactions and support workflows; develop and implement solutions to enhance efficiency and effectiveness.
  • Investigate and resolve technical issues, system errors, and user challenges related to customer experience platforms; coordinate with IT and vendors for complex issues.
  • Manage system upgrades, updates, and enhancements, collaborating with IT and vendors to ensure smooth transitions and minimal disruption to customer service operations.
  • Serve as a point of contact for user inquiries, providing timely and effective support for system-related questions and issues.
• Use design specifications or manuals to assist in detecting service problems.
• Properly document all work activities according to established standing operating procedures and practices; note and code all account interactions.
• Provide backup assistance for Brainiac – Tier 1 & 2 activities.
• Develop personal skills and knowledge by:
  • Attending and participating in all training sessions, meetings, and coaching sessions as assigned.
  • Working toward the successful completion of annual personal, department, and company goals.
  • Meeting the standards set forth by the management of Customer Operations.
  • Working on special projects or assignments as assigned by the Brainiacs Technical Support Manager.
• Keep the department neat and organized.
• Ensure the confidentiality of all customer information.
• Actively promote the sale and retention of the Company’s services to customers and co-workers.
• Perform outbound calling assignments when assigned by the department supervisor.
• Actively pursue the unauthorized use of cable services.
• Accurately record time sheets and notify a supervisor of all deviations to scheduled work shifts.
• Help create an atmosphere of positive teamwork, cultural change, and employee relations.
• Follow and enforce the Company’s policies and procedures at all times.
• Perform all other duties as deemed necessary and within the guidelines of the department goals.

Requirements

• High School diploma or equivalent (required).
• Demonstrated ability (via written and/or oral testing) to troubleshoot and configure advanced customer premise equipment and computers (required).
• Above-average knowledge of:
  • Cable modem/hybrid fiber-coax network architecture.
  • Telephone system terms and equipment.
  • Internet, Video, and Phone terms and equipment.
  • MOCA technical specifications.
  • POP/SMTP, DNS, DHCP, FTP, and other common network protocols.
• Above-average analytical skills.
• A+ Certification or equivalent (preferred).
• 2 years of computer repair experience (preferred).
• 2 years of retail or customer service experience (preferred).
• Associate degree in Electronics/IT-related field (preferred).
• CCNA/CCNP, Network+, or MCSE training/certificate (preferred).
• 1 year of prior practical experience in CATV system maintenance (preferred).

Skills

• Accountable: See it, own it, solve it, do it; hold each other accountable.
• Agile: Embraces change, adaptable and flexible, sense of urgency.
• Collaborative: Teamwork, proactive knowledge sharing, constructive conflict.
• Customer Focused: Creates exceptional customer experiences, demonstrates a sales and service mentality.
• Innovative: Uses critical thinking, creativity, continuous learning; challenges the status quo.
• Ability to read and understand CAD designs.
• Keyboarding/typing speed: 30 words per minute.
• Proficiency in software applications: Windows operating systems, AutoCAD LT, Microsoft Office, PC antivirus, computer diagnostics, network optimization software, and remote desktop connection.
• Professional appearance and demeanor.
• Background record that meets Company standards.
• Punctuality and good attendance.
• Reliable means of transportation at all times.
• Maintains confidentiality and does not disclose confidential information unless authorized or legally obligated.

Working Conditions and Physical Demands

• Physical Demands:
  • May include walking, kneeling, standing, regularly lifting up to 20 pounds, stooping, crawling, climbing stairs, climbing ladders, sitting, driving.
  • Requires hearing, talking, vision, use of hands and fingers to grasp, hold, pick-up, rotate, keyboard, etc.
• Working Conditions:
  • Non-exempt position; working hours may vary to accommodate department needs and may require nights, weekends, and/or holidays.
  • Overtime may be required and must be approved in advance by the supervisor.
  • The Company is a drug-free workplace; pre-employment and random drug testing are mandatory.
• Duties, hours, and status are subject to change as company needs evolve.
• The role operates in a competitive environment, requiring a proactive approach to meeting customer needs.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Use of Company Resources

Company resources, equipment, and information are provided to facilitate work and may not be used for unauthorized purposes. Unauthorized use of company resources, equipment, or information—including customer data—is strictly prohibited and may result in termination of employment.