Community Solutions Operations Specialist

Community Solutions Central Operations Specialist I

Seeking a role where you can help rapidly resolve network outages and ensure customers stay connected? As a Community Solutions Central Operations Specialist I, at Spectrum, you'll monitor Managed Wi-Fi networks, triage alarms, support field technicians and drive swift ticket resolution. Your expertise will directly influence restoration times and enhance the efficiency of our fix agents, making a measurable difference in service reliability.

Shift desired:
Sun-Thurs, 2:00 pm-11:00 pm

How You'll Make an Impact

• Monitor Managed Wi-Fi network performance and detect outages or impairments using alarms, telemetry and network topology data
• Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action
• Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely
• Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously
• Proactively identify area problems using monitoring equipment and escalate significant events to Level 2 or Senior Specialists for review
• Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration
• Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination

Working Conditions

• Office environment with a variable schedule that may include nights, weekends and holidays

What You'll Bring to Spectrum

Required Qualifications

Education

• Two-year degree or certificate with emphasis in telecommunications or IT

Experience

• 2+ years of experience in a 24x7 Operations Center
• 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles
• 2+ years of experience in NOC, dispatch, call center or help desk support

Skills

• Ability to read, write and speak English
• Knowledge of HFC network concepts, DOCSIS and end-user support principles
• Familiarity with Managed Wi-Fi tools and the ability to use them to troubleshoot basic issues
• Ability to collaborate effectively within a team environment
• Practical problem-solving skills and the ability to address situations with limited standardization
• Proficiency with desktop computer hardware and software monitoring tools for network performance analysis
• Ability to write routine reports and correspondence and produce reports outlining network trends
• Capability to distinguish and identify various colors for alarm state identification in current tools and software