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Advanced Technical Support Specialist, Comms Desk

Date posted 05/26/2020 Requisition Number: 255535BR Location: United States - Texas - Austin Area of Interest: Communications, Customer Operations, Customer Service, Information Technology Services, Technical Support Position Type: Full Time

Senior Specialist is responsible for tracking, escalating, and reporting on issues affecting Customer Care sites and agents, as well as external customer-affecting issues for all Charter Communications products. Collaborates with others on the team to identify process improvements and best practices that enhance the Communications Desk’s ability to serve its customers.

Actively and consistently support all efforts to simplify and enhance the customer experience.
Serves as a resource to representatives by providing real time support and assistance with escalations.

Crafts and sends Priority 2 and Priority 1 Communication Desk alerts to pre-subscribed audience.

Opens, participates in and leads Communication Desk conference bridges as requested.

Pulls and analyzes reports using Comm Desk tools to analyze customer call volume or outage trends for all lines of business, then takes appropriate action to escalate and resolve.

Performs analysis of call center health using Comm Desk Dash tools. Tickets and escalates degradation and outages appropriately.

Performs entry level IVR messaging using Synchronoss tools and ensures proper deflection levels are met or exceeded.

Maximizes occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast.

Gathers and shares information and status on service-affecting issues; coordinating root cause analysis efforts

Interacts with ITSOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues

Ensures that Corporate Communications teams have all necessary information needed to provide appropriate information to agents and customers.

Develop close partnership with teams that manage Charter’s billing system, coordinating releases, updates and managing all communication coming from billing.

Responsible for managing all IVR, phone connectivity and vendor interactions related to telecom needs.
Coordinates all change activity related to Charter network and call centers.

Develops and implements new technology and introduces them to Charter customer base.
Provides operational leadership and ensures effective administration of all call center programs
Perform other duties as assigned.

Skills/Abilities and Knowledge
Ability to read, write, speak and understand English.
Ability to analyze data and identify root cause, symptom and/or scope to escalate an issue.
Ability to identify non-standard customer-impacting issues/situations and produce reports to clearly illustrate this information.
Proven troubleshooting expertise with any of the Charter products.
Complex knowledge of Microsoft and Macintosh operating systems, Blue Page Diagnostics and internet communications and protocols; working knowledge of PC/Mac hardware and software.
Ability to guide customers through established troubleshooting procedures to identify and resolve complex technical problems.
Superior understanding of current quality system, departmental processes/procedures as well as the Charter network.
Demonstrated expertise in one or more of the following specialties: network, systems and/or communications.
Demonstrated exceptional technical skills.
Strong leadership, motivational and interpersonal skills.
Strong organizational skills and attention to detail.
Ability to multitask and set priorities.
Demonstrated customer service skills with ability to interact with all levels of personnel.
Ability to work under pressure in a fast-paced environment.
Communication skills suitable for representing the company and interacting with the public.
Proven expertise in Remedy, CableData, and Microsoft Office software.
Ability to generate complex reports from department tools.

High school diploma or equivalent.

Related Work Experience Number of Years
Call Center experience 2+
Troubleshooting expertise of any Charter products 2+
Communications Desk experience. 2+

Skills/Abilities and Knowledge
MCSE, MCP, A+ and other certifications a plus.

Related Work Experience
Not applicable.

Normal office conditions.

Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. 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, or any other basis protected by federal, state or local laws.

FCC Unit: 13551 Business Unit: Customer Operations Apply Later

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