Responsible for providing technical support and data analysis to triage outages and technical issues that arise related to hardware, software, as well as business functionality for customers and end users throughout the company.Serves as a liaison between Customer Operations, IT Support Teams, Network Operations fix agents, and other key boundary partner support teams. Analysts are data driven reporting on issues affecting Customer Care sites and external customer-affecting issues for all Charter Spectrum products. This is a team focused position that compares data sets, drafts internal communications, and escalates issues as needed.
Actively and consistently support all efforts to simplify and enhance the customer experience.
Consistently observes and analyzes service queues, call volume thresholds, and supports customers across the Spectrum footprint, and develops ad hoc reporting as necessary.
Proactively monitors communications and telemetry tools for outages and gives real time support and assistance to boundary partners through escalations.
Utilizes ticketing system (CET) by creating tickets, following up on the status of tickets, monitoring bridges for fix teams and resolving issues.
Makes business impacting analytical decisions while monitoring, responding to, and accurately documenting problems by way of multiple telemetry and data tools in a high paced environment.
Handles high priority events that require communication to site leaders and Senior Executives.
Opens, participates in and leads Communication Desk conference bridges as requested.
Queries and analyzes reports using telemetry tools to investigate customer call volume or outage trends for all lines of business and takes appropriate action to escalate and resolve.
Performs analysis of Call Center health using telemetry tools (call volume, reported issues). Escalate tickets and communications based on center’s impact.
Prioritizes tasks required for Outage Management including Alerts, Call deflection, and IVR messaging for customers.
Works alongside ITSOC and NOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues
Evaluates departmental processes, anticipates requirements, identifies areas for improvement, and presents solutions.
Attends training, participates in weekly coaching and provides guidance to those with less tenure.
Perform other duties as assigned.
Required Skills/Abilities and KnowledgeAbility to read, write, speak and understand English through both verbal & written communicationAbility to clearly understand technical terminology and communicate the information in simplistic fashion all audiences would understandAbility to analyze data and identify symptoms, or scope to escalate an issueDemonstrated analytical and conceptual thinking skillsDemonstrated expertise in one or more of the following specialties: networking, internal systems, large audience communications, or technical aptitude with a focus on continuous learning and developmentDemonstrated leadership, motivational and interpersonal skillsDemonstrated organizational skills and attention to detailDecision making abilities taking into consideration trends, analytics and root cause analysisAbility to work under pressure in a fast-paced environmentProven record of multi-tasking in different systems simultaneously and prioritizing competing demandsDemonstrated computer skills with emphasis on advanced experience in Microsoft Office, Microsoft Excel, Microsoft Outlook, Remedy, Agent OS and other Internet-based toolsAbility to easily adapt to changes in workplace processes, procedures, and workloadRequired EducationAssociate’s degree in Information Systems, Business Management or related field, or equivalent work experienceRequired Related Work Experience and Number of YearsOne or more of the following:Operations experience in Call Center, Network or IT – 2Technical support experience in the Cable / Telecommunications industry – 2 Preferred Skills/Abilities and Knowledge24/7 Operations Center experience – 2Troubleshooting expertise with networking gear, applications, or mobile service – 2Technical Certification (CCNA, Security +, Network +, A+)Preferred EducationBachelor’s degree in Information Systems, Business Management or related field, or equivalent work experiencePreferred Related Work Experience and Number of YearsCharter in a Call Center, IT, or Network Operations role – 2 WORKING CONDITIONSOffice environmentPHYSICAL AND MENTAL REQUIREMENTSPhysical RequirementsAbility to sit for extended periods of timeMental RequirementsHighly resilient and adaptable to a changing operational environmentCOP100 2024-44136 2024Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.Get to Know Us 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 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most. Watch this video to learn more. (https://www.youtube.com/watch?v=mYw1ejL2jZ8)Who You Are Matters Here 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. (https://jobs.spectrum.com/inclusiveworkplace/)