Tier 3, Spectrum Mobile

Spectrum Mobile Tier 3 Customer Service Representative

The Spectrum Mobile Tier 3 Customer Service Representative serves as internal and external interface for handling and resolving difficult and complex mobile related fulfillment, shipping, billing, and troubleshooting – both device and service – scenarios. The successful Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company's Mobile offerings, technical requirements, device features and functionality, network capability, and billing information.

The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter's policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.

• Provide enhanced technical support for customers on the more complex device, billing or service issues. Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendors
• Possess knowledge of all front line agent training content, processes and practices covering billing, device features and functionality, and service troubleshooting
• Monitor and track all Tier 3 ticket submissions, resolutions and response time
• Interact with Tier 1 specialists and resolve escalated problems. Work with management team on more critical issues when necessary
• Communicate systemic device, feature or service problems, as appropriate, to management
• Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
• Accurately document customer account records based on actions taken
• Demonstrates accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency
• Manage internal and external contacts professionally and efficiently
• Fulfill work schedules as required
• Ability to perform other duties and/or projects as assigned

• Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and services
• Knowledge of Spectrum Mobile offers and billing system
• Excellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier
  4) departments, and external vendors
• Complex problem solving skills
• Strong follow-up skills, accuracy and attention to detail
• Excellent customer service skills, including positive phone demeanor
• Works various schedules including holidays
• Proficiency with PCs, Microsoft Office Suite and general intranet navigation
• Ability to analyze and resolve difficult problems and arrive at logical solutions efficiently.
• Ability to troubleshoot multiple technical operational problems concurrently
• A basic understanding of Mobile network structure and functionality

• Pending

• High school diploma or equivalent; some college or technical training preferred

• Ability to effectively diagnose mobile device, feature or service malfunctions
• Ability to communicate findings and potential causation to other representatives or leaders

• Experience working in mobile or telecommunications call center or previous tier 2/3 technical support
• Previous customer service representative experience
• Previous IT or technical support/troubleshooting experience

Normal office conditions

Charter Communications is known in the United States by our Spectrum brands, including:
Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach. When you join us, you're joining a strong community of more than 93,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture