Community Solutions Central Operations Specialist I
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.
Seeking a role where you can help rapidly resolve network outages and ensure customers stay connected? As a Community Solutions Central Operations Specialist I, at Spectrum, you’ll monitor Managed Wi-Fi networks, triage alarms, support field technicians and drive swift ticket resolution. Your expertise will directly influence restoration times and enhance the efficiency of our fix agents, making a measurable difference in service reliability.
How You’ll Make an Impact
- Monitor Managed Wi-Fi network performance and detect outages or impairments using alarms, telemetry and network topology data
- Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action
- Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely
- Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously
- Proactively identify area problems using monitoring equipment and escalate significant events to Level 2 or Senior Specialists for review
- Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration
- Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination
Working Conditions
- Office environment with a variable schedule that may include nights, weekends and holidays
What You’ll Bring to Spectrum
Required Qualifications
Education
- Two-year degree or certificate with emphasis in telecommunications or IT
Experience
- 2+ years of experience in a 24x7 Operations Center
- 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles
- 2+ years of experience in NOC, dispatch, call center or help desk support
Skills
- Ability to read, write and speak English
- Knowledge of HFC network concepts, DOCSIS and end-user support principles
- Familiarity with Managed Wi-Fi tools and the ability to use them to troubleshoot basic issues
- Ability to collaborate effectively within a team environment
- Practical problem-solving skills and the ability to address situations with limited standardization
- Proficiency with desktop computer hardware and software monitoring tools for network performance analysis
- Ability to write routine reports and correspondence and produce reports outlining network trends
- Capability to distinguish and identify various colors for alarm state identification in current tools and software
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: 13530 Business Unit: Community Solutions
Zip Code: 27713
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.