Business Tech Support Pro I

Spectrum Business; Charlotte (NC); On-site; USD 56,000 - 86,000; Full time

Job summary

Spectrum Business is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, supporting Spectrum’s data, voice, video and managed services. You will work with internal teams to resolve issues quickly and uphold service standards that keep business operations running smoothly.

Office-based role requiring 3–4+ years in technical support or related networking training; experience with Fiber, Ethernet, UC, Trunking, and Managed WiFi; strong English

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: 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

English fluency

Client service

Technical troubleshooting

Network knowledge

Documentation

Education

Bachelor's or Associate degree in technical field

Job description

Spectrum Business is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, supporting Spectrum’s data, voice, video and managed services. You will work with internal teams to resolve issues quickly and uphold service standards that keep business operations running smoothly.

Office-based role requiring 3–4+ years in technical support or related networking training; experience with Fiber, Ethernet, UC, Trunking, and Managed WiFi; strong English