Operations Activation Specialist I

There's a strong connection here.
Full Time Durham, North Carolina Posted 05/13/2022 Business unit: Community Solutions Areas of interest: Call Center, Field Operations, Network Analysis, Network Operations Requisition Number: 311744BR COP117
JOB SUMMARY
Working under direct 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 supports all efforts to simplify and enhance the customer experience.

Able to perform basic troubleshooting and tasks associated to break fix diagnosis and 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 resolves work orders for 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
Required 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





Required Education
Two-year degree or certificate telecommunications or IT emphasis preferred




Required Related Work Experience and Number of Years

Cable/telecommunications experience (Field Ops, HFC plant 2+
Troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience 2+





PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge





Preferred Education




Preferred Related Work Experience and Number of Years




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





PHYSICAL AND MENTAL REQUIREMENTS




Mental Requirements




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




COP117 311744 311744BR

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 93,000 individuals working together to serve more than 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.

Related jobs

View All of Our Available Opportunities

Sign up for job alerts

Sign up to receive the latest career opportunities directly to your inbox. All fields marked with an asterisk (*) are required.

Areas of interestEnter a location and a category, and click "Add" to create your Job Alert.

  • Call Center, Durham, North Carolina, United StatesRemove
  • Field Operations, Durham, North Carolina, United StatesRemove
  • Network Analysis, Durham, North Carolina, United StatesRemove
  • Network Operations, Durham, North Carolina, United StatesRemove

Spectrum employeeAre you currently a Spectrum employee?

There's a strong connection here.