Assoc Help Desk Support Spec
Let’s go create
Spectrum’s Product and Technology team creates, develops, and operates the nation’s fastest mobile service, most reliable internet service, most viewed live TV app, and the most advanced WiFi, serving nearly 100 million users and 500 million devices. We are transforming the next era of connectivity and entertainment experiences. The diversity of experience available within Spectrum’s Product and Technology team is unmatched and there are opportunities to grow your career as a designer, architect, engineer, developer, operator, or data scientist. We are creative, disciplined, hard-working, complex-problem solvers that believe in collaborating to deliver the highest quality customer experience.
BE PART OF THE CONNECTION
As an Associate Help Desk Support Specialist, you’ll be responsible for providing live phone support to the employees of Charter Communications, employing a high degree of customer service, technical expertise and timeliness. Provide basic level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel. With moderate supervision, take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff. Track support calls in the Help Desk ticketing system. Adhere to established standards and procedures in resolving problems.
WHAT OUR ASSOCIATE HELP DESK SUPPORT SPECIALISTS ENJOY MOST
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment.
- Leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the applications running across the enterprise.
- Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for employees and contractor customer base.
- Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
- Expect a case load of approximately 80-100 cases per day.
- Regular interaction with various support groups and end-users at all levels.
- Analyze problems and solve them creatively.
- Must develop a strong knowledge of products, features and services and how our customers use them.
- Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates.
- Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
- Resolve support cases via phone and email.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
- Experience:
- IT Help Desk experience required – 1+ years
- Experience troubleshooting Windows 7 & 10 operating systems – 1+ years
- MS Office Applications and hardware platforms – 1+ years
- Education:
- Associate degree (A. A.) or equivalent from two-year College or technical school or equivalent combination of education and experience
- Technical skills:
- Proficient in MS Office suite
- Skills:
- Effective problem solving skills
- Demonstrated in-depth background in Support Desk services
- Demonstrated in-depth background in customer support and logical troubleshooting
- Demonstrated effective interpersonal and communication skills
- Effective team working skills in a fast paced setting
- Be self-motivated and able to work with minimal supervision
- Abilities:
- Ability to read, write, speak and understand English.
- Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time
- Ability to effectively communicate status orally and in written form
- Ability to develop proficiency in Remedy application use and reporting
- Travel Ability:
- Office Environment
- Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts
- Schedule:
- Full time
Preferred Qualifications
- Bachelor’s degree (B.A.) from four-year college or university
- IT Industry certifications (MCSA, A+, Network+, etc.)
SPECTRUM CONNECTS YOU TO MORE
- Innovative Tools & Tech: Work with high-performing software and applications on the forefront of the digital telecommunications industry.
- Dynamic Growth: The growth of our industry and evolving technology will power your career as you move up or around the company.
- Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
- Total Rewards: See all the ways we invest in you—at work and in life
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Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay 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.
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.
