Business Technical Support - Call Center

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

• 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 Wi Fi
• 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
• Office-based environment

• Bachelor’s or associate degree in a technical field or equivalent education and training

• 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

• 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

• Education:
  
  Cisco or Juniper Certification such as CCENT, CCNA, JCNIA, JNCSP or equivalent