Communications Desk Operations Specialist

Charter Communications; Austin (TX); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Charter Communications is seeking a Communications Desk Operations Specialist. The role involves analyzing data, triaging technical issues, and facilitating communication across teams to maintain reliable operations and a positive customer experience.

Work is in an office environment with a hybrid schedule; eligible employees may work from home up to one day per week. The team leads critical event communications and uses telemetry to monitor outages and call volumes.

Qualifications

• Associate's degree in Information Systems, Business Management or related field or equivalent work experience.
• Bachelor's degree in Information Systems, Business Management or related field or equivalent work experience is preferred.
• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support in cable/telecom.

Responsibilities

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum.
• Proactively detect outages using telemetry and communication tools, supporting partners in real time.
• Create and manage tickets in Spectrum's ticketing system, collaborate with fix teams and drive solutions.
• Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives.
• Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution.
• Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging.
• Identify areas for process improvement and provide training to less tenured team members.

Skills

Analytical skills

Leadership

Organizational skills

Multi-tasking

Problem solving

Explain technical concepts

Communication

Attention to detail

Adaptability

Technical aptitude

Education

Associate's degree

Bachelor's degree (preferred)

Tools

Microsoft Office

Excel

Outlook

Remedy

Web-based tools

Job description

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

Do you excel at troubleshooting technical issues and supporting seamless business operations? Spectrum is seeking a Communications Desk Operations Specialist to analyze data, triage technical problems and facilitate communication among teams. Your expertise will help maintain reliable operations and a positive experience for our customers and internal partners.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

How You’ll Make an Impact

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum
• Proactively detect and escape outages using telemetry and communication tools, supporting partners in real time
• Create and manage tickets in Spectrum's ticketing system, collaborate with fix teams and help drive solutions
• Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives
• Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution
• Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging
• Identify areas for process improvement and provide training and guidance to less tenured team members

What You’ll Bring to Spectrum

Education

• Associate's degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support experience in the cable or telecommunications industry

Skills

• Strong analytical skills for data evaluation and issue escalation
• Demonstrated conceptual thinking and attention to detail
• Experience in networking, internal systems, large audience communications or technical aptitude with ongoing learning and development
• Leadership, motivational and interpersonal skills
• Organizational skills and the ability to multitask in multiple systems and prioritize competing demands in fast-paced, high-pressure settings
• Decision making using trends, analytics and root cause analysis
• Advanced proficiency in Microsoft Office, Excel, Outlook, Remedy, and web-based tools
• Adaptable and highly resilient in changing operational environments
• Capacity to clearly explain technical concepts to all audiences
• Read, write and speak English effectively in both verbal and written communication

Preferred Qualifications

Education

• Bachelor's degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years in a 24/7 Operations Center
• 2+ years troubleshooting networking gear, applications or mobile services

Skills

• Technical certification such as CCNA, Security+, Network+ or A+

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

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.

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.