National Field Support Representative IV

National Field Support Representative IV

Our National Field Support Representatives IV (NFS) are the backbone of our organization, supporting NFS Reps, technicians, customers, and leadership. You'll tackle highly complex tasks, partner on special projects, manage resource metrics and operational reports. By identifying trends and making data-driven recommendations, you'll play a vital role in keeping communities connected to what matters most.

What our National Field Support Representatives IV Enjoy Most About the Role

• Making a Difference:
  Support multiple internal teams and our customers, keeping us all connected to what matters most.
• Operational Excellence:
  Support outage investigations, escalations, quotas and staffing, training and more.
• Impactful Problem Solving:
  Take-on complex technical issues, projects, mentoring, quality assurance and more.
• Strategic Forecasting:
  Identify forecasting opportunities to improve operational efficiencies and meet customer expectations.

Working Conditions

In this role you'll work in a 24/7 call center environment with headset. You'll work as part of a team receiving assistance and instruction in real-time to help you continually learn and grow. If you are resourceful, adaptable, and eager to learn, this role could be the start of a fulfilling career with Spectrum.

Required Qualifications

• Education:
  
  High School Diploma or equivalent
• Schedule:
  
  Ability to work a variety of schedules in-office including mornings, nights, weekends, overnights, and holidays.
• Experience:
  
  National Field Support Rep I, Rep II and Rep III experience/mastery;
  Completed appropriate National Field Support Career Path Training Matrix
• Technical
  
  Skills:
  
  Fluent in English;
  Clear verbal and written communication;
  Problem-solving, critical thinking, communication, adaptability, and willingness to learn;
  Proficient with computers and software applications, including MS Office;
  Navigate NFS systems and applications;
  Knowledge of telecommunications products and services

Preferred Qualifications

• Business, IT, or equivalent work experience
• 2+ years of network troubleshooting and surveillance experience
• 3+ years dispatcher and/or customer service experience
• 3+ years of support operations center
• 5+ years of VoIP, HSD and/or digital video