Business Technical Support I, Spectrum Business

Spectrum Business; Charlotte (NC); On-site; USD 48,000 - 72,000; Full time

Job summary

Spectrum is seeking a Business Technical Support agent to be the main point of contact for mid and large business clients, handling issues across data, voice, video, and managed services. You will coordinate with internal teams, document problems, and ensure service reliability.

Responsibilities include responding to client issues via multiple channels, maintaining client records, and providing timely updates during outages. A strong focus on network tech and customer service is essential.

Qualifications

• Bachelor’s or associate degree in a technical field or equivalent education and training.
• Cisco or Juniper certifications (CCENT/CCNA) preferred.

Responsibilities

• Be primary contact for mid/large business clients for Spectrum’s data, voice, video and managed services.
• Respond to issues via phone, tickets, email and portals meeting quality/productivity benchmarks.
• Document technical issues and coordinate fixes with internal/external teams.
• Support clients on network technologies including Fiber Internet Access, Ethernet, Unified Communications, Trunking, TV, Managed Network, Managed Security and Managed WiFi.
• Troubleshoot WAN/LAN, fiber, voice, and large enterprise hardware/software environments.
• Maintain accurate client records in Spectrum systems.
• Advocate for client issues, track escalations and provide timely updates during service-impacting events.

Skills

Client service

Technical troubleshooting

English communication

Network fundamentals

Windows/Office proficiency

Documentation and record-keeping

Education

Bachelor's or associate degree in a technical field

Cisco or Juniper Certification such as CCENT/CCNA

Job description

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

How can your technical skills help mid and large business clients achieve reliable connectivity at Spectrum? As a Business Technical Support agent, you will be the primary contact for clients using Spectrum’s data, voice, video and managed services. Working alongside internal teams, you will resolve issues quickly and uphold service standards that keep business operations running smoothly.

How You’ll Make An Impact

• 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

Working Conditions

• Office-based environment

Required Qualifications

What You’ll Bring to Spectrum

Education

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

Experience

• 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 the following: 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

Skills

• 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

Preferred Qualifications

Education

• Cisco or Juniper Certification such as CCENT, CCNA, JCNIA, JNCSP or equivalent

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being at every stage of life.

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Spectrum is a suite of advanced communications services offered by Charter Communications, the leading broadband and video company in the nation and the fastest growing mobile provider in its footprint, with services available to more than 70 million homes and small to large businesses across 45 states. When you join our team, you’ll be keeping customers connected to Seamless Connectivity and Entertainment with Spectrum Internet®, Mobile, TV and Voice products. Watch this video to learn more.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.