Business Tech Support Specialist – Networking & UC

Spectrum; Orlando (FL); On-site; USD 55,000 - 75,000; Full time

Job summary

Spectrum is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, handling Spectrum’s data, voice, video and managed services. The role involves coordinating with internal teams, documenting issues, and resolving problems to uphold service standards.

You’ll support clients on Fiber Internet Access, Ethernet, UC, Trunking, TV, Managed Network and Security services, while troubleshooting WAN/LAN and VoIP environments in a 24x7 setting.

Qualifications

• 3–4+ years technical support in TAC, NOC or contact center environments, or networking certification or training with 0–1 years related experience.
• 0–1+ years in Fiber Internet Access, High Speed Data, Ethernet, Managed Network/Security/WiFi, Trunking, UC or TV services.
• 0–1+ years network troubleshooting in a 24x7 Operations Center.
• Bachelor’s or associate degree in a technical field or equivalent education and training.

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, 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 in large corporate 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

Network troubleshooting

Prioritization

Judgment & initiative

Tools & systems

Network protocols & WiFi/VoIP

Windows/Office

Coax & fiber tech

Policy compliance

Education

Bachelor’s or associate degree in a technical field or equivalent education and training

Job description

Spectrum is seeking a Business Technical Support agent to be the primary contact for mid and large business clients, handling Spectrum’s data, voice, video and managed services. The role involves coordinating with internal teams, documenting issues, and resolving problems to uphold service standards.

You’ll support clients on Fiber Internet Access, Ethernet, UC, Trunking, TV, Managed Network and Security services, while troubleshooting WAN/LAN and VoIP environments in a 24x7 setting.