Are you seeking an opportunity to advance your career in a role that will allow you to make a more significant impact within the organization?
If so, then joining Spectrum’s Regional Operations Center (ROC) as a ROC Specialist might be that next move for you! If you have technical aptitude, high level of customer service, willingness to learn and ability to adapt to change, you may have what it takes to succeed in this evolving department. Of course, you’ll be trained by the best in network surveillance, locating and trouble-shooting root issues, dispatching of technicians and ticket resolution.
Sounds interesting? Well, what exactly does a ROC Specialist do?
Focusing primarily on outages, the ROC Specialist performs basic to intermediate first-line Outside Plant (OSP) Hybrid Fiber Coax (HFC) network surveillance, alarm and intake triage and correlation, collection, and collation of crucial information, ticket and SRO creation, dispatch, fix agent support and ticket/SRO resolution.
As a ROC Specialist, you will be directly impacting Spectrum’s network optimization and ultimately keeping our customers happy! Can you imagine the sense of pride that comes along with that?
Will you fit the role of a ROC Specialist?
• An ideal ROC Specialist will have 1+ years of NOC, Dispatch, Call Center Tier or help desk support experience
• Customer Service and Verbal Communication - Being able to communicate professionally, effectively, and courteously with customers, coworkers and constituencies both inside and outside the ROC will be essential.
• Written Communication – You’ll need the ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to resolve plant issues efficiently.
• Problem Solving – Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Technical Skills and Knowledge – You must have basic knowledge of desktop computer hardware, and software (e.g., monitoring tools) used to analyze network performance to aid your ability to apply online knowledge systems and search for reference procedures and work aids (i.e., paperless resources).
• 1+ years of Cable/telecommunications experience (Field Ops, HFC plant troubleshooting or Maintenance Tech)
• Two-year degree or certificate telecommunications or IT emphasis preferred
• Basic knowledge of HFC network concepts, DOCSIS and end-user support principles.
• Basic understanding of existing ROC tools and essential ability to use the tools to troubleshoot fundamental HFC related issues effectively.
• Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and topics.
It is vital that the ROC operates around the clock! 24/7 network surveillance is key. We are seeking individuals who can work any of the following assigned shifts:
Work Schedule - Days: TBD
• 4th shift: 12:30am-9:30am
• Must be flexible and open to working all shifts including evenings, weekends and some holidays
MAJOR DUTIES AND RESPONSIBILITIES
Performs surveillance of HFC network using all applicable ROC systems, telemetry, alarms, topology, tools and other sources of information to identify network outages and basic impairments, document and prepare tickets and SRO’s, engage the appropriate fix agents and minimize customer impact of any service interruption or network impairment.Understands HFC architecture, principles and the how the various alarm sources and other available data relate to specific outage conditions.Acknowledges outage and basic impairment alarms and performs basic to intermediate troubleshooting, analysis, triangulation and correlation of HFC alarms and other data sources to identify and ticket & generate SROs for outage events and basic network impairments in accordance with the Regional Operations Center (ROC) Playbook.
Creates node level tickets and SRO’s from daily Node Health Reporting.
Performs notification and communication of network events using established protocols and support systems as defined in the ROC Playbook or by the ROC management team.
Tracks and manages outage events and basic impairments to resolution and manages basic coax Change tickets in accordance with all guidelines and procedures described in the ROC Playbook including proper resolution of tickets and jobs.
Communicates the status of outage events and escalates as necessary in accordance with established standards and the ROC Playbook.
Takes appropriate action and/or works with the appropriate teams to set up phone call deflection in the IVR and trouble call blocking for ROC-owned issues in accordance with ROC Playbook.
Manages basic outage bridges in an organized and professional fashion.
Responsible for routing and dispatching Maintenance Techs.
Manages line escalations in a proactive fashion and ensures a positive ownership transfer between the initiating technician and the assigned maintenance technician including positive customer contact.
Responsible for pre-implementation approval and processing of basic coax change activity including Pre/Post snapshots, E911 checks for all network interruptions and validation of service restoration.
Helps to drive continuity, standards and compliance with the company's Network Protection Policy (NPP), Preventive Maintenance Plan amongst field engineers and technicians.
Identifies, documents and internally escalates issues related to groups outside the ROC where additional coordination is needed and assists as needed.
Promptly escalates issues and collaborates with others to resolve software and hardware issues.
Performs other duties as assigned.
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 ROC using a variety of communication formats (email, chat, in-person, and telephone).
Basic knowledge of existing ROC tools and basic ability to use the tools to effectively troubleshoot basic HFC 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.