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.

　　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 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

　　WORKING CONDITIONS

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

　　COP117 2024-27890 2024

　　Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensivepay and benefits (https://jobs.spectrum.com/compensation-and-benefits) package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

　　A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

　　Get to Know UsCharter 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 101,000 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. (https://www.youtube.com/watch?v=N-HEOHIAU7Q)

　　Who You Are Matters HereWe’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. (https://jobs.spectrum.com/inclusiveworkplace/)