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Technical Support Rep 1 (Community Solutions)

Greensboro, North Carolina

About Us

Spectrum is connecting more people in more places with our advanced TV, Internet, Voice and Mobile services. Join the 95,000+ Spectrum community, where a commitment to customer satisfaction, superior entertainment and communication products inspire us to think bigger and aim higher.

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About The Job

  • Full Time
  • Level: Entry to Midlevel
  • Career Progression

Spectrum Community Solutions Repair Representatives are thoughtful and tech-savvy problem solvers whose effective communication skills make all the difference for our community and bulk account customers. Fully paid training and supportive leaders help new Representatives get comfortable with the tools, programs, and techniques that put them on the path to success. Coming from diverse backgrounds and levels of experience, what unites us is a shared goal to create positive experiences for our customers.

What does it take to be a successful Community Solutions Repair Representative at Spectrum?

Addtional Traits

  • Digitally Savvy
  • Personable
  • Problem Solver
  • Adaptable
  • Results-Driven
  • Multitasker

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Hear From Our People

I have been with Spectrum for 6 years. I have a long commute, but waking up every morning to get to a place that provides a paycheck above minimum wage, benefits, and opportunities to excel with the company makes the drive worthwhile. Being a Spectrum Community Solutions agent gives me the opportunity to be a universal agent. The training I received has helped me address my customer's issues and concerns with confidence and makes me feel accomplished at my job.

– Keisha, Community Solutions Representative, Greensboro, NC

We are the future and success of Spectrum Community Solutions. We create defining moments that turn frustrated customers into thankful customers. Every day is an opportunity to express genuine care and provide the excellent service that changes how our customers perceive us. Pioneering SCS has given me a sense of accomplishment. It has provided an avenue to share my knowledge with my colleagues and to enhance the customer service experience.

– Mario, Community Solutions Representative, San Diego, CA

Perks

Spectrum wants to help you get more out of life and take care of things outside the office to make life a little easier. We provide:

  • Health Benefits

    Medical, prescription drug, dental, and vision plans available.

  • Paid Time Off

    Paid vacation, sick and personal time, and holidays.

  • Access Discounted Company Services

    You have the chance to use company services at little to no cost, where available.

  • Life and Disability Insurance

    Basic Life and Accidental Death and Dismemberment (AD&D) Insurance of two times your pay.

  • 401(k) Retirement Savings

    We provide a 100% match for every dollar you contribute, up to 6% of your eligible pay.

  • Education Assistance

    We support continuing education for personal and professional growth.

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Responsibilities

Date posted 07/11/2019 Requisition Number: 244368BR Location: United States - North Carolina - Greensboro Area of Interest: Community Solutions, Customer Service, Technical Support Position Type: Full Time
The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards. Works under general supervision.

Start Date: August 23rd and September 6th

MAJOR DUTIES AND RESPONSIBILITIES

Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, mediation, enhancement, troubleshooting and, when required, de-activation.

Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Ability to perform other duties and/or projects as assigned

REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Excellent verbal and written communication skills
Complex problem solving skills
Strong follow-up skills, accuracy and attention to detail
Excellent customer service skills, including positive phone demeanor
Works various schedules including holidays
Proficiency with PCs, Microsoft Office Suite and general intranet navigation

Education
High school diploma or equivalent

Related Work Experience

Experience working in cable operations and/or telecommunications call center

PREFERRED QUALIFICATIONS
Skills/Abilities and Knowledge
Ability to effectively train and offer guidance to other representatives

Related Work Experience
Previous customer service representative experience

WORKING CONDITIONS
Normal office conditions

Call Center is open 24 hours a day, 7 days per week.

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.

FCC Unit: 13533 Business Unit: Customer Operations Apply Now Apply Later

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