Business Tech Support Specialist I

Charter Communications; Orlando (FL); On-site; USD 55,000 - 85,000; Full time

Job summary

Charter Communications in Orlando is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, resolving issues and upholding service standards across Spectrum data, voice, video and managed services.

You will work with internal teams, respond to issues via phone, tickets, email and portals, and document problems while coordinating fixes for WAN/LAN, fiber, and voice technologies.

Qualifications

• Bachelor's or associate degree in a technical field or equivalent education and training.
• 3–4+ years technical support in TAC/NOC/CC environments, or networking certification 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

Responsibilities

• Serve as main contact for mid/large business clients, managing communications and escalations for Spectrum's data, voice, video and managed services.
• Respond to client issues via phone, trouble tickets, email and portals, meeting 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

Client service

Technical troubleshooting

English proficiency

Network protocols

Windows Office

Coax & Fiber

WiFi platforms

Education

Bachelor's or associate degree in a technical field

Cisco/Juniper Certification (CCNA etc.)

Tools

CWDM

DHCP/DNS

VPN

Job description

Charter Communications in Orlando is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, resolving issues and upholding service standards across Spectrum data, voice, video and managed services.

You will work with internal teams, respond to issues via phone, tickets, email and portals, and document problems while coordinating fixes for WAN/LAN, fiber, and voice technologies.