Full TimeGreensboro, North CarolinaPosted 04/22/2025Areas of interest: WiFi Netwoks, Wireless SystemsRequisition Number: 2025-52547COP127
Client Reference Code: 2025-52547
JOB SUMMARY
The Community Solutions WiFi Representative provides moderately complex customer support related to Bulk/MDU Spectrum services associated with Master and Managed WiFi accounts. The successful Community Solutions WiFi Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information primarily related to Master and Managed WiFi accounts. The Community Solutions Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards. Works with minimal supervision.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently supports all efforts to simplify and enhance the customer experience.
Responsible for providing quality service to customers via phone primarily related to Master and Managed WiFi accounts in account activation, maintenance, billing, problem solving, enhancement, and troubleshooting
Handles full service end to end issues and concerns ranging from general questions to payment related items regarding Managed WiFi, Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issues with Managed WiFi, Video, Internet and Voice services utilizing all available diagnostic tools and resources
Provides End User connection and device support such as: searching for and connecting to wireless network, connecting to wired network, MAC Authentication, PAN / device intra-connectivity issues at supported properties, verifying connectivity between customer equipment and network, verify IP and DNS, browser settings, adding browserless devices to include Internet of Things (IOT) devices, streaming devices, PCs, tablets, phones, game consoles, etc. into device management portal / site manager portal, supporting devices/operating systems related to wireless connection, and resolving NAT errors on game consoles
Provides LAN equipment support including: determining status of LAN/WAN equipment (AP, Controller, PDU, Switches, Gateway), resetting Access Points (Aps), assist end user with adding device MACs into device management portal / site manager portal, bypassing splash page when necessary for browserless devices at
Hospitality properties, activating ethernet ports for qualifying properties, and identifying different architecture types of managed WiFi networks
Provides WAN and Outage Support: checking for ISP / node outages, report Tool (NEAT 2.0, ZenDesk, ElevenOS) outage to leadership, advise of Property outage when confirmed in NEAT/ZenDesk,
Creates work orders for technicians to address additional service needs, escalation or further troubleshooting
Demonstrates accountability by following through on all necessary customer and property owner touch points with appropriate sense of urgency
Ability to understand and address questions and concerns posed by MWiFi and Master Account owners and their delegates including IT Technicians, Facility Managers, residents, and facility staff.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Excellent verbal and written communication skills
Complex problem solving skills Strong follow-up skills, accuracy and attention to detail
Excellent customer service skills, including positive phone demeanor
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
Works various schedules including holidays
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center 1-2 Previous customer service experience 1-2
PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge
Knowledge of basic principles of WiFi, Managed WiFi
Awareness of principles of LAN, WAN, VLAN, MAC Authentication
2025-52547 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.
FCC Unit: 13530Business Unit: Community SolutionsZip Code: 27409
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