Job Summary
Responsible for providing single point of contact to AlticeUSA's internal customers. Analyst will provide primary activity queue support by resolving a user's problem or service requests via the phone, sent in via E-mail, Self Service requests or via Live Chat. They will also coordinate with other IT support groups (if necessary) to resolve the request. The Analyst will track, monitor, escalate and train customers efficiently and with quality. The goal is to meet or exceed the customer's level of expectation with technical support and requests for service.
Responsibilities
- Systematically interprets user problems and identifies solutions and possible side effects.
- Uses experience to address user problems and interrogates databases for potential solutions.
- Escalates complex or unresolved incidents.
- Records and tracks issues from outset to conclusion.
- During change, acts systematically to respond to day-by-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
- Responds to common requests for service by providing information to enable fulfillment.
- Promptly allocates unresolved calls as appropriate.
Qualifications
- Associates degree or equivalent experience of 1 year
- Exceptional written and oral communication skills
- Excellent interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills
- Ability to absorb and retain information quickly
- Ability to present troubleshooting steps in user-friendly language.
- Analytical problem-solving abilities.
- High level of attention to detail.
- Highly self-motivated.
- Team oriented.
What We Do
We Make a Difference Because We Are the Difference!
At Optimum, we’re not just connecting people – we’re transforming how they experience the world. With a footprint spanning 21 states and serving approximately 4.5 million residential and business customers, we're building the future of connectivity through innovative services like Optimum Fiber Internet, Optimum TV, and Optimum Mobile. This connectivity wouldn’t be possible without our tremendous workforce of driven employees who are dedicated to ensuring the best possible experience for all of our customers and co-workers
We’re a team of bold thinkers, curious leaders, and collaborative problem-solvers, united by a culture that values inclusion, innovation, and impact. At Optimum, every voice matters, every idea counts, and every team member has the opportunity to grow, lead, and make a difference. From developing next-gen technology to bridging the digital divide to supporting education and emergency response efforts, we lead with purpose and heart. Our Be The Difference initiative drives us to make a positive impact, ensuring that our efforts resonate far and wide.
From our products and services to our community impact, we are creating connections, driving innovation and POWERING this world forward. You can be a part of an exciting and transformational workplace at Optimum. Join us to Be the Difference!
Why Work With Us
Our mission is simple: deliver the best customer and employee experience while transforming how we work and grow. We’re on a journey to become the connectivity provider of choice – investing in our network, reimagining our products, and building a culture where people thrive. With nearly 4.5 million customers across 21 states, we’re transforming fr
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Employees engage in a combination of remote and on-site work.
