Business Technical Support I

Spectrum Business; 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

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

What You’ll Bring to Spectrum

Required Qualifications

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

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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.

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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.

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