Community Solutions Service Center Activation Specialist

Full Time United States - North Carolina - Durham Posted 04/21/2021 Areas of interest: Call Center, Field Operations, Network Analysis, Network Operations Requisition Number: 280151BR COP117
JOB SUMMARY
Work under general supervision in a team environment, responsible for providing break fix support to field technicians. This position is the primary support contact to field technicians supporting property activations and break fix visits.


MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Performs basic troubleshooting and tasks associated to work order entry.
Carries out tasks in support of activation of new properties, as well as, support of previously installed properties.
Possesses a basic understand of network architecture, topology principles, troubleshooting and provisioning standards in support of field technician calls during customer appointments.
Accesses and analyzes network device configuration for troubleshooting and activation activities.
Help drive field productivity through efficient call handling and support.
Provide Work Order support in adjusting, closing, and Equipment Add or Remove.
Makes outbound and receives inbound calls to coordinate proactive maintenance activities for Field Technician teams.
Creates, manages and resolveswork ordersfor all activities routed to a field technician from all work sources either through automation or manually including activities that may be ticketed in another system such as the Biller, Remedy, or through any other ticketing process.
Maintains strong positive relationships with customers and peer groups and interacts with the other departments within the organization in supporting our end customers.
Ability to address and apply firmware upgrades when opportunities are identified.
Performs other duties as assigned.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Excellent customer service and communication skills
Basic knowledge of HFC network concepts, DOCSIS and end-user support principles
Basic knowledge of Managed WiFi tools and basic ability to use the tools to effectively troubleshoot basic WiFi related issues
Ability to work well with others as part of a team environment
Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues
Basic knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance
Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)
Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues
Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment


Education
High School Diploma or equivalent
Certification in Telecommunications or IT emphasis preferred

Related Work Experience Number of Years
Cable/telecommunications experience (Field Ops, HFC plant 1+
Troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience 1+


WORKING CONDITIONS
Office environment
Must be able to work all shifts including evenings, weekends and some holidays

The health and safety of our employees and candidates is very important to us. Spectrum has adopted virtual mobile recruiting tools that allow us to continue meeting new candidates. We look forward to “virtually” meeting you.

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.

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