Business Tech Support Engineer

Charter Communications; Austin (TX); On-site; USD 52,000 - 76,000; Full time

Job summary

Charter Communications, operating as Spectrum, is seeking a Business Technical Support agent in Austin, TX. You will be the primary contact for mid and large business clients, resolving issues across data, voice, video and managed services to keep operations running smoothly.

Work alongside internal teams to troubleshoot WAN/LAN, fiber, voice, and managed services. You’ll document issues, escalate when needed, and provide timely updates during service-impacting events while delivering excellent

Qualifications

• Bachelor's or associate degree in a technical field or equivalent education and training.
• 3-4+ years technical support experience in TAC, NOC or contact center environments, or networking certification or training with 0-1 years related experience.
• 0-1+ years' experience with at least one of: Fiber Internet Access, High Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Trunking, Unified Communications or TV Services.
• 0-1+ years network troubleshooting in a 24x7 Operations Center.

Responsibilities

• Serve as the main point of contact for mid and large business clients, managing communications and escalations for Spectrum's data, voice, video and managed services
• Respond to client issues reported through phone, trouble tickets, email and portals, consistently meeting established quality and productivity benchmarks
• Document technical issues in Spectrum's systems and coordinate fixes with internal and external teams
• Support clients on network technologies including Fiber Internet Access, Ethernet, Unified Communications, Trunking, TV, Managed Network, Managed Security and Managed WiFi
• Troubleshoot incidents involving WAN/LAN topologies, fiber and voice technologies, plus large corporate hardware and software environments
• Maintain accurate client records in relevant tools and systems
• Advocate for client issues, track escalations and provide timely updates during service-impacting events

Skills

Customer service

Technical troubleshooting

English proficiency

Communication

Documentation

Problem solving

Technical aptitude

Education

Technical degree

Tools

Cisco/Juniper certs (CCENT/CCNA)

Job description

Charter Communications, operating as Spectrum, is seeking a Business Technical Support agent in Austin, TX. You will be the primary contact for mid and large business clients, resolving issues across data, voice, video and managed services to keep operations running smoothly.

Work alongside internal teams to troubleshoot WAN/LAN, fiber, voice, and managed services. You’ll document issues, escalate when needed, and provide timely updates during service-impacting events while delivering excellent