Communications Desk Operations Specialist
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay 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 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. 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.
Do you excel at troubleshooting technical issues and supporting seamless business operations? Spectrum is seeking a Communications Desk Operations Specialist to analyze data, triage technical problems and facilitate communication among teams. Your expertise will help maintain reliable operations and a positive experience for our customers and internal partners.
This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
Location
12012 North Mopac Expressway
Austin, Texas 78758
How You’ll Make an Impact
Responsibilities
- Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum.
- Proactively detect and escalate outages using telemetry and communication tools, supporting partners in real time.
- Create and manage tickets in Spectrum’s ticketing system, collaborate with fix teams and help drive solutions.
- Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives.
- Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution.
- Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging.
- Identify areas for process improvement and provide training and guidance to less tenured team members.
Qualifications
Knowledge, Skills and Abilities
- Strong analytical skills for data evaluation and issue escalation.
- Demonstrated conceptual thinking and attention to detail.
- Experience in networking, internal systems, large audience communications or technical aptitude with ongoing learning and development.
- Leadership, motivational and interpersonal skills.
- Organizational skills and the ability to multitask in multiple systems and prioritize competing demands in fast-paced, high-pressure settings.
- Decision making using trends, analytics and root cause analysis.
- Advanced proficiency in Microsoft Office, Excel, Outlook, Remedy, Agent OS and web-based tools.
- Adaptable and highly resilient in changing operational environments.
- Capacity to clearly explain technical concepts to all audiences.
- Read, write and speak English effectively in both verbal and written communication
What You’ll Bring to Spectrum
Education
- Associate’s degree in Information Systems, Business Management or related field or equivalent work experience
Experience.
- 2+ years of operations experience in a Call Center, Network or IT environment OR 2+ years of technical support experience in the cable or telecommunications industry.
Preferred Qualifications
Education
- Bachelor’s degree in Information Systems, Business Management or related field or equivalent work experience.
Experience
- 2+ years in a 24/7 Operations Center.
- 2+ years troubleshooting networking gear, applications or mobile services.
Skills
Technical certification such as CCNA, Security+, Network+ or A+.
Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay 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 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. 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.
FCC Unit: 13527 Business Unit: Customer Operations
Zip Code: 78758
Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.