Time Warner Cable – “A day as Tech Support”

Pros

The leadership team consists of your actual manager and a separate team called "Customer Advocates". Basically if the CA/Customer Advocate doesn't know the answer then the Manager of your team usually does. Overall the pay (which was $12.80 for me) wasn't at all bad. If you did a good job they sent out a company wide email detailing what you did. They also give you alot of lead way when it comes to helping a customer with a Tech related issue. For example: someone if someone has phone service thru them and it isn't working for more than 8hrs, you have the ability to offer the angry customer a 1mth credit on the phone bill. Here are some other good points:

-if you met your quota you got special prizes
-you get free cable and internet service
-they recognize everyones birthdays and hold ALOT of special events

Cons

They should really re-work the job titles. My title was Tech Support Lvl3. I had to do Tech Support, plus the job duties of Cust Support and Billing combined. I literally had to be a "Jack of all Trades" there. At first you don't mind until you actually realize how much work you have to do. Basically a customer will get bounced around until he or she gets to you, and then by that time they are angry and expecting you to pull a rabbit out of your hat. Also the job title doesn't outright tell you the full job description. You have to met a sales a quota constantly. For example: You have to sell a minimum of 1 core product (Cable, Internet, Phone), then 21 addons (HBO, Showtime, etc). Now even thought you may meet your requirement or even exceed it you still get criticed on how to get more sales.

-you title shouldn't be Tech Support Lvl3 you should be called Super Support
-your pay is too low for what you have to do
-you are a salesman and a support rep and a cashier and a channel guide, etc

Advice to Senior Management

Redo the job titles and the payscale to better fit the job duties. Hire more field techs because it gets tiring when you get yelled at by the customer when you have to tell them they will be out of all services for 2wks.