Suddenlink Sales Support Representative in Tyler, Texas


A leading national telecommunications, media and entertainment company, Altice USA delivers residential and business services to more than 4.6 million total customers across 20 states. Our 18,000 employees have an unwavering commitment to customers and to providing quality products and outstanding service.

Our philosophy is built around our commitment to our employees, community and customers. We are committed to providing employees with opportunities for growth and development, as well as an environment where your ideas will help us drive our business and create a more meaningful employee experience.

The company offers Suddenlink-branded digital cable television, high-speed Internet and voice services to residential and business customers across the western, midwestern and southern states. Additionally, for its business customers, Suddenlink provides targeted television and online advertising services.

At Suddenlink, we respect the individuality of all members of our team and value the richness that diversity brings to our workforce. Suddenlink is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.


Job Summary

Under direct supervision the Suddenlink Sales Support Representative provides support to all aspects of the sales process. Through the use of online systems, position performs account qualification, account trouble shooting, and account maintenance for inside sales representatives to resolve all issues.


  • Provides quality internal and external customer service surrounding the Company values

  • Receives incoming calls in a professional and courteous manner

  • Qualifies new accounts in a customer order management system including provisioning and account order entry

  • Coordinates installations, service calls, and maintenance by acting as the liaison with Construction, Engineering, and Operations

  • Minimize product churn by quickly resolving customer problems or issues

  • Refers significant service and account problems to appropriate organizations and personnel

  • Escalates complex technical or account management issues to appropriate party for resolution and follows-up with customer to ensure problem was corrected satisfactorily

  • Researches customer issues when required and follows-up with the customer until resolution

  • Establishes customer accounts using the applicable billing system

  • Explains bills and Company policies and procedures concerning prices, billing and service

  • Troubleshoots account problems with the customer and takes corrective action as appropriate

  • Accesses customer databases or other electronic files and/or paper reference material to locate customer records and research account history


Qualifications / Requirements

  • High School diploma or equivalent required

  • Proficiency with Windows-based computer

  • Keyboarding skills

  • Proficiency with company billing system

  • Proficiency with system-related tools

  • Ability to prioritize and organize effectively

  • Ability to work independently and with others

  • Strong verbal and written communication skills

  • Strong people and relationship management skills

  • Strong problem solving and analytical skills with the ability to take ownership and initiative to handle commercial customer calls

  • Troubleshooting skills in data, telephony or video services (data or telephony preferred)

  • Ability to prioritize and perform multiple tasks

  • Computer skills including Windows based applications (Word, Excel Outlook) required

  • Experience with order entry, trouble ticketing or inquiry/CRM application

  • Ability to identify sales opportunity, to include up-sell and cross-selling

Preferred Experience

  • 2+ year's customer care and sales support experience preferred

Requisition ID 2016-13901

# of Openings 1

Job Locations US - TX - Tyler

Minimum Exp. (Years) ..

Posted Date 10/12/2016

Functional Area ..