Business Technical Support I, Spectrum Business

Spectrum Business; Austin (TX); On-site; USD 60,000 - 78,000; Full time

Job summary

Spectrum Business is seeking a Business Technical Support agent in Austin to be the primary contact for mid and large business clients, resolving issues across Spectrum’s data, voice, video, and managed services. Work with internal teams to ensure service reliability and timely updates during outages.

You will escalate to appropriate teams, document issues, and maintain client records while delivering focused, high-quality support in a fast-paced environment.

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 similar environments.
• Experience with fiber, Ethernet, UC, Trunking, and WiFi services is preferred.

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 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, 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

Customer service

Technical support

Network troubleshooting

English proficiency

Problem solving

Documentation

Education

Bachelor's or Associate degree in a technical field

Tools

NOC tools

Ticketing systems

CRM

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

CRP101 2026-80367 2026

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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

Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

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