Advanced Product Support Specialist

Time Warner Cable Commercial Services Department is seeking Advanced Product Support Agents in Charlotte, NC. The role provides advanced technical support via telephone for high‑end customer networks, including Metro‑Ethernet, PRI phone service, and switched MDU/MTU environments. The agent will also work with Regional and Global NOC teams for real‑time proactive network alerts and customer notifications, and may participate in an on‑call rotation.

• Assist customers’ IT staff to ensure performance expectations and needs are met.
• Provide support‑related feedback to management and offer recommendations on tools or processes that may improve the customer support experience.
• Support custom Metro Ethernet Dedicated Access, switched MDU environments, and large‑scale wireless environments, as well as mixed Metro‑E and RF implementations.
• Work with NOC to provide proactive/real‑time down notification alerts for enterprise commercial accounts.
• Provide technical expertise to both customers and Operations staff to ensure optimal performance and maximum uptime of TWC data services.
• Demonstrate in‑depth knowledge of LAN/WAN applications, protocols, and hardware, including Cisco IOS, RIP, EIGRP, SONET, MPLS, and VOIP.
• Utilize working knowledge of DNS, email hosting, client/server configurations, web hosting, and network security protocols such as firewalls and VPN.
• Apply proficiency with Microsoft Office applications (Word, Excel, Visio, PowerPoint), standard network protocols (SMTP, POP, SNMP, telnet, SSH, FTP, TFTP, DHCP), and Time Warner Cable Digital Phone product.
• Follow issues through to resolution in a timely and efficient manner while providing superior customer service to high‑value customers in a professional and courteous manner.
• Perform successfully in a fast‑paced operations environment and handle multiple tasks simultaneously.
• Show expert knowledge of Windows platforms with working knowledge of UNIX and Linux platforms.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, and government regulations.
• Write reports, business correspondence, and procedure manuals.
• Effectively present information and respond to questions from managers, clients, customers, and the general public.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Perform additional duties as assigned.

• Bachelor’s degree (B.A. or B.S.) from a four‑year college or university, or equivalent training, education, and experience preferred.
• Information Systems, Computer Science or Engineering background preferred.
• 2–5 years of LAN/WAN support troubleshooting experience with enterprise‑level customers and associated networks required.
• CCNA certification required or equivalent work experience.
• 6 months to 1 year of experience in a technical field, preferably with responsibility for LAN/WAN configuration, support, and interoperability.
• 6 months to 1 year of previous experience communicating with corporate customers in a technical support environment.
• Availability for 24/7/365 operation and willingness to participate in an on‑call rotation.

Time Warner Cable is an Equal Opportunity Employer. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.