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Sr Analyst – Interactive Care, Live Chat

Date posted 05/30/2017 Requisition Number: 196223BR Location: United States - Connecticut - Stamford Area of Interest: Business Affairs/Development/Analysis, Customer Service, Interactive Marketing, Internet/Online/New Media, Operations/General, Telecommunications Position Type: Full Time
This role is responsible for the end-to-end Live Chat experience across plaforms (Browser, Mobile App, SMS, Facebook, etc) from research and development through in-market and post-launch analysis. This role requires a unique blend of strategic thinking, creativity, technical proficiency and operational excellence. The ideal candidate will have a proven track record in product management and development, customer experience and digital self-service.

Our goal is to provide a service and support model that is unparalleled in our industry, leveraging digital self-service features that are convenient and desirable by our customers.

Deeply understand and recommend live chat support technologies to ensure the customer experience with Charter’s implementation is industry-leading.

Manage the day-to-day projects related to Live Chat, including:
  • creation of test environments, test accounts and test data requests.
  • Write detailed test scripts with acceptance criteria.
  • Report test case execution performance and provide failure details to internal and vendor teams.
  • Work with the design team to create wireframes and designs that articulate the product vision.
  • Research, troubleshoot, diagnose, and recommend solutions to complex business and technical problems.

Provide regular and ad-hoc reporting and analysis of Live Chat performance, user behavior, and self-support transaction success rates.

Continuously iterate and improve Charter’s live chat experience, based on extensive analysis of data and transcripts.

Build effective relationships with the Customer Care, Product, IT, Engineering and Network Operations teams.

Proactively identify customer experience trends and propose solutions.

Skills/Abilities and Knowledge
Digital background with the ability to concurrently manage multiple priorities
Maniacally focused on building simple and intuitive customer experiences
Effortlessly collaborative with strong intellectual curiosity and creative problem solving
Strong analytical skills with ability to work through complex concepts/data and present well thought-out, simple solutions
Willingness to try new things and challenge the status quo
Extensive knowledge of emerging digital trends and technologies
Ability to read, write, speak and understand English

Bachelor's degree in business or related field, or equivalent experience

Related Work Experience Number of Years
Experience working for companies with technology or software products 3+
Experience in project management 2+

Office environment
Travel as required
Must be willing to work flexible work schedules including evenings, weekends and holidays.

More on Spectrum: 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, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

Spectrum is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

FCC Unit: 01187 - NYC 60 Columbus Cir Business Unit: Customer Operations Apply Later

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