Community Solutions Central Operations Specialist I

Spectrum; Morrisville (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Spectrum is seeking a Community Solutions Central Operations Specialist I in North Carolina to monitor Managed Wi-Fi networks, triage alarms, and coordinate rapid restoration with field technicians. You will influence outage responses and help keep customers connected through proactive management and remote troubleshooting.

The role requires a two-year degree or certificate in IT or telecommunications and 2+ years in a 24x7 ops environment, NOC or dispatch.

Qualifications

• Two-year degree or certificate in telecommunications or IT.
• 2+ years of experience in a 24x7 Operations Center.
• 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles.
• 2+ years of experience in NOC, dispatch, call center or help desk support.

Responsibilities

• Monitor Managed Wi-Fi network performance and detect outages or impairments using alarms, telemetry and network topology data.
• Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action.
• Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely.
• Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously.
• Proactively identify area problems using monitoring equipment and escalates significant events to Level 2 or Senior Specialists for review.
• Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration.
• Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination.

Skills

English proficiency

HFC concepts

Managed Wi-Fi tools

Team collaboration

Problem-solving

Network monitoring tools

Report writing

Alarm color identification

Education

Two-year degree or certificate in telecommunications or IT

Job description

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

Seeking a role where you can help rapidly resolve network outages and ensure customers stay connected? As a Community Solutions Central Operations Specialist I, atSpectrum,you’llmonitorManaged Wi-Fi networks, triage alarms, support field technicians and drive swift ticket resolution. Yourexpertisewill directly influence restoration times and enhance the efficiency of ourfixagents, making a measurable difference in service reliability.

Shift desired: Sun-Thurs, 2:00 pm-11:00 pm

HowYou’llMake an Impact

• Monitor Managed Wi-Fi network performance and detect outages or impairments using alarms, telemetry and network topology data
• Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action
• Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely
• Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously
• Proactively identify area problems using monitoring equipment and escalatesignificant events to Level 2 or Senior Specialists for review
• Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration
• Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination

Working Conditions

• Office environment with a variable schedule that may include nights, weekends and holidays

Education

• Two-year degree or certificate with emphasis in telecommunications or IT

Experience

• 2+ years of experience in a 24x7 Operations Center
• 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles
• 2+ years of experience in NOC, dispatch, call center or help desk support

Skills

• Ability to read, write and speak English
• Knowledge of HFC network concepts, DOCSIS and end-user support principles
• Familiarity with Managed Wi-Fi tools and the ability to use them to troubleshoot basic issues
• Ability to collaborate effectively within a team environment
• Practical problem-solving skills and the ability to address situations with limited standardization
• Proficiency with desktop computer hardware and software monitoring tools for network performance analysis
• Ability to writeroutine reports and correspondence and produce reports outlining network trends
• Capability to distinguish andidentifyvarious colorsfor alarm state identification in current tools and software

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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.

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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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