Technical Support Lead: Internet & Video Expert

Charter Communications; United States; On-site; USD 42,000 - 66,000; Full time

Job summary

Charter Communications is seeking a Lead for Customer Service Technical Support to provide expert service and a high-quality experience across Charter connectivity services. You will troubleshoot internet, phone, and video issues and handle basic billing inquiries using internal tools and processes.

You will build professional relationships with customers, operate as a subject matter expert, and support front-line reps while handling escalations when needed.

Qualifications

• Minimum 1 year as a CSR with career progression.
• Experience in cable operations or telecom call centers.
• Advanced knowledge of internet/phone/video repair.

Responsibilities

• Serve as primary contact and expert for internet, phone, video and basic billing inquiries.
• Act as an ambassador to address customer concerns and transform the experience.
• Ensure an exceptional customer experience before ending interactions.
• Support front-line reps and assist with escalations as needed.
• Coordinate with Call Center supervision to ensure efficient operations.
• Document customer account records accurately and fulfill schedules.

Skills

Customer service expertise

Internet/phone/video operations

Education

High school diploma or equivalent

Associate's degree

Job description

Charter Communications is seeking a Lead for Customer Service Technical Support to provide expert service and a high-quality experience across Charter connectivity services. You will troubleshoot internet, phone, and video issues and handle basic billing inquiries using internal tools and processes.

You will build professional relationships with customers, operate as a subject matter expert, and support front-line reps while handling escalations when needed.