Implementation Specialist (Community Solutions Service Operations

Full Time Durham, North Carolina Posted 09/17/2021 Areas of interest: Call Center, Field Operations, Network Analysis, Network Operations Requisition Number: 291759BR COP114

JOB SUMMARY

Under general supervision, specialists are responsible for performing installation control activities including quality assurance checks in support of maintaining the customer experience. In addition, specialists will assist boundary partners with configuration checks, testing analysis, and property data gathering during property escalation investigation activities.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the customer experience

Able to perform and analyze network device configuration and advanced configuration checks

Possesses an advanced understanding of network architecture, topology principles, and troubleshooting standards

Responsible for implementing configuration changes in accordance with established change management processes when requested, requiring operational procedures be performed with minimal customer impact, (i.e. during established maintenance window)

Creates and maintains customer profile documentation in their appropriate databases and works with database administrators to ensure consistency of updates

Performs advanced level troubleshooting in support of property escalations and installation activities. Including but not limited to work order entry for escalated tickets, field research and complicated installations on an as-needed basis

Drives field productivity through efficient call handling and support during staging activities, as well as, during field installation

Works in tandem with the regional project management and field teams in preparation of activation activities

Oversees installation projects to ensure all checklist items are completed properly and in a timely manner

Responsible for scheduling of technician visits and sparing order entry in support of property installations

Responsiblefor staging and implementation checks for properties under installation

Performs Quality Assurance checks on all installation and change management activities

Provides onboarding support to properties during implementation and through property employee turnover

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

Ability to communicate professionally, effectively, and courteously with customers, coworkers and constituencies outside the organization using a variety of communication formats (email, chat, in-person, and telephone)

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

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

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 interpret a variety of instructions furnished in written, oral, diagram, or schedule form

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 A+, Network+, CCENT, CCNA, or CCNP are a plus

Certificate of Project Management preferred

Related Work ExperienceNumber of Years

Cable/telecommunications experience (Field Ops, HFC plant 2+

Troubleshooting or Maintenance Tech)

NOC, Dispatch, Call Center Tier or help desk support experience2+

WORKING CONDITIONS

Office environment

Must be able to work all shifts including evenings, maintenance window, weekends and some holidays

EOE

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

COP114 291759 291759BR

Our Commitment During COVID-19 Your health and safety is important to us, as such we’re using virtual recruiting tools to safely meet with qualified candidates. We are working in the office, following CDC guidelines.

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