Community Solutions Service Operations Implementation Specialist I

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Curious how your skills in installation and troubleshooting can shape customer experiences at Spectrum? In this role, you'll conduct installation control activities and quality assurance checks, collaborating with partners to ensure seamless service delivery. By gathering property data and assisting during escalations, your expertise will help elevate operational standards and ensure reliable connectivity for every client.
How You'll Make an Impact

• Perform installation control activities and conduct quality assurance checks to maintain high customer experience standards
• Assist boundary partners by completing configuration checks, testing analysis and property data collection during escalation investigations
• Analyze and implement network device configurations and advanced troubleshooting to support installation and property escalations
• Schedule technician visits, oversee sparing order entries and coordinate staging and implementation checks to support property installations
• Collaborate with regional project management and field teams to prepare and activate installation activities
• Create and update customer profile documentation in designated databases, ensuring consistency through coordination with database administrators
• Drive field productivity by efficiently managing calls and providing support during staging and installation activities

What You'll Bring to Spectrum
Required Qualifications
Education

• Two-year degree or certificate telecommunications or IT emphasis

Experience

• 2+ years of cable/telecommunications experience (Field Ops, HFC plant Troubleshooting or Maintenance Tech)
• 2+ years of NOC, Dispatch, Call Center Tier or help desk support experience
• 3+ years of Networking or Equipment Programming experience

Skills

• 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 Spectrum 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

Preferred Qualifications
Education

• Certification in Network+, CCENT, CCNA, or CCNP are a plus
• Certificate of Project Management preferred

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Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you'll be keeping our customers connected to what matters most in 41 states across the U.S.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.