At a glance:

• Are you a technical support expert skilled in ensuring exceptional client service delivery across a team of cross-functional specialists?
• Can you commit to a role improving client satisfaction for fiber and complex product clients while mentoring and coaching a team?
• Do you desire competitive compensation with lucrative benefits and a focus on professional development?

Our company:

At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.

Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America’s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise’s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.

Highlights:

As a Technical Support Lead, you are passionate about ensuring exceptional standards of client service delivery. You support the success of the client operations management team by actively monitoring the queue, compiling ACD statistics and creating reports for management. You exceed service level agreements (SLAs) and other ACD goals through detailed management and schedule adherence. You combine your experience and technology expertise to serve as a single point of contact for fiber and complex product clients.

You ensure continued success by serving as the supervisor and leading a team of technical support professionals as a mentor and subject matter expert (SME). You enhance client satisfaction by resolving escalated technical issues, handling amplified repair issues and completing projects associated with client operations. You thrive in an office environment and excel at supporting clients across the Spectrum Enterprise footprint. You report directly to the Director of Enterprise Technical Support for goals, guidance and assistance.

Position benefits:

• Competitive salary.
• Health, vision and dental insurance.
• 100% company match 401(k) up to 6%.
• Company funded retirement accumulation plan for an additional 3%.
• Education assistance.
• Pretax childcare spending account.
• Paid holidays, vacation days, personal days and sick days.
• Employee discount on spectrum services where available.
• Formal training.

What you will do:

• Serve as a guiding member to the Technical Support team by actively and consistently supporting all efforts to simplify and enhance the client experience.
• Improve client satisfaction by resolving escalated issues that are more complex and require a higher level of technical expertise.
• Ensure continued technical support by serving as the primary bridge communicator to technical support teams and leadership during active events or outages and ensure timely correspondence of technical and logistical details.
• Resolve open issues through daily review, communicating ticket statuses to clients and enforcing the compliance of system standards for service delivery.
• Exceed service level goals by monitoring the queue and consulting with the Technical Support team or clients for non-standard support concerns.
• Improve the Technical Support troubleshooting methodologies through constructive feedback and recommendations to leadership.
• Drive the client support process through detailed management of the ticket workflow and ensuring appropriate routing, mean time to repair (MTTR) objectives, compliance and timely client communications.
• Increase production by training new team members and supporting ACD by functioning as a standby agent operating within acceptable parameter and call handling expectations.
• Perform additional duties related to the position as assigned.

Required keys for success:

• Five or more years of technical support troubleshooting experience in a 24/7 operations center supporting hybrid fiber coax (HFC), data over cable service interface specification (DOCSIS) and cable modem termination system (CMTS) transport technologies.
• Five or more years of experience working with either fiber-based networking or managed services, such as Fiber Internet Access, High-Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Enterprise Trunking, Hosted Voice or Enterprise Video Services.
• Five years of experience working in local area network (LAN) and wide area network (WAN) operational environment with subject matter expertise of LAN/WAN protocols.
• In-depth knowledge of LAN/WAN topologies, operating system (OS) integration, networking concepts and technologies, such as Domain Name System (DNS), initiation protocol (IP) routing and Transmission control protocol/internet protocol (TCP/IP) port configuration.
• Knowledgeable of coaxial cable and fiber optics.
• Advanced knowledge of ticketing, fault management, performance management and configuration management tools.
• Expert in Windows and UNIX operating systems.
• Proven service skills and the ability to use sound judgment when interacting with clients and peers when handling escalations.
• Self-starter that can handle various tasks simultaneously efficiently, effectively and independently.
• Demonstrated sense of urgency for client impacting issues, projects and new initiatives.
• History of efficiently identifying, analyzing and troubleshooting a wide range of technical issues.
• Positive attitude with the ability to follow established guidelines, policies and procedures.
• Prioritization and organization skills with the ability to make decisions and resolve issues under pressure.
• Quick learner that can master multiple tools and systems used for technical support.
• Solid collaboration skills with internal and external staff to resolve challenges, special requests or address business critical situations.
• Proficient with Microsoft Word, Excel, PowerPoint and Outlook.
• Effective written and spoken English communication skills with all levels of an organization.

How you will stand out from the crowd:

• Five or more years of technical support troubleshooting experience in a 24/7 operations center supporting hybrid fiber coax (HFC), data over cable service interface specification (DOCSIS) and cable modem termination system (CMTS) transport technologies.

Your education:

• Bachelor’s or Associate degree in a technical field or an equivalent combination of education, training and experience (required).
• Cisco or Juniper Certification or equivalent industry-recognized certificate (required

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you’re joining a strong community of more than 95,000 individuals working together to serve more than 31 million customers in 41 states. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.