Business Tech Support I: Connectivity & Network

Charter Communications, Inc.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Spectrum is looking for a Business Technical Support agent to serve as the primary contact for mid and large business clients, handling communications and escalations across data, voice, video and managed services. You’ll work with internal teams to resolve issues quickly and uphold service standards.

You will troubleshoot WAN/LAN, fiber, voice technologies and manage records in Spectrum’s systems while maintaining high levels of client satisfaction and timely updates during outages.

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 Fiber Internet Access, High Speed Data, Ethernet, Managed Network/ Security/ WiFi, Trunking, Unified Communications or TV Services
• 0-1+ years network troubleshooting in a 24x7 Operations Center
• Ability to read, write, speak and understand English
• Ability to deliver excellent client service
• Ability to identify, analyze and troubleshoot technical issues efficiently
• Ability to isolate equipment, facility and network component problems
• Ability to prioritize, organize and follow established procedures
• Sound judgment and initiative
• Ability to master technical support tools and systems
• Knowledge of network protocols, routers, switches, VPN, CWDM, HFC plant, routing policies, WiFi and VoIP platforms
• Knowledge of Windows, Word, Excel and Outlook
• Knowledge of coax and fiber technologies
• Adherence to company policies, procedures and standards
• Cisco or Juniper Certification such as CCENT, CCNA, JCNIA, JNCSP or equivalent

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

English proficiency

Customer service

Troubleshooting

Communication

Problem analysis

Technical support tools

Network knowledge

Education

Bachelor's or associate degree in a technical field

Cisco or Juniper Certification (CCNA etc)

Tools

Windows OS

Office Suite

Network monitoring tools

Job description

Spectrum is looking for a Business Technical Support agent to serve as the primary contact for mid and large business clients, handling communications and escalations across data, voice, video and managed services. You’ll work with internal teams to resolve issues quickly and uphold service standards.

You will troubleshoot WAN/LAN, fiber, voice technologies and manage records in Spectrum’s systems while maintaining high levels of client satisfaction and timely updates during outages.