Full TimeTampa, FloridaPosted 08/22/2025Areas of interest: Customer Operations, Customer ServiceRequisition Number: 2025-60130COP301
This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Are you an analytic thinker with a drive to help resolve problems for customers? Do you value collaboration, transparency, and problem-solving? Can you research the root cause of an issue and work across teams to find a solution? If so, you can thrive on the Triage team at Spectrum.
At Spectrum, we keep our connected across a 41-state footprint. Our Triage team works to solve customer challenges through a relentless focus on the customer experience. We work to understand why customers call us and how we can prevent those calls in the future. We provide the contextual view of data and analysis needed to deliver the exceptional services and experiences Spectrum is known for.
BE PART OF THE CONNECTION
As a Triage Analyst you’ll resolve complex customer service issues regarding account, billing and technical support inquiries, while also acting as a subject matter expert and resource to our internal and external business partners. You will use data sources and customer interactions to assess trends and assist in developing actionable insights and recommendations. As an example, you will utilize telemetry and a deep understanding of Field Operations and fix agents (field techs, maintenance techs, Construction teams) to identify and recommend next steps to resolve customer issue and engage those teams for repairs or further action. You’ll use your understanding of an organization’s structure, policies, and operations to improve general business processes and planning. This will include finding root cause issues for our customer in the business (Field, Customer Service, Billing) and driving teams to accountability through collaboration and support.
WHAT OUR TRIAGE ANALYSTS ENJOY MOST
Resolving complex customer service issues and ensuring the Customer Commitment
Addressing escalated issues and researching complex customer concerns
Analyze data sources and customer interactions to assess trends and assist in developing actionable insights and recommendations
Advocate for customers, provide subject matter expert support for all functional teams as they pursue resolution of customer issues.
Recommending use of new technology or existing technology alternatives to solve problems or make improvements
In this role you’ll work individually and within a team in a dynamic office environment. You’ll excel if you can collaborate cross-functionally, adapt to change, and handle multiple projects and priorities simultaneously. You’ll develop skills that are transferable to other areas of Spectrum for a meaningful, long-term career.
WHAT YOU’LL BRING TO SPECTRUM
Required Qualifications
Experience:
Customer Service in a Repair or Billing area – 3
Previous Call Center customer service experience – 3
Previous Technical Support or Field Operations experience – 3
Education:
Bachelor’s degree in business or related field or equivalent combination of education and experience
Technical skills:
Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc.
Abilities:
Quickly identify business problems & opportunities
Prioritize & organize effectively
Analyze & interpret data
Communicate clearly both orally and in writing
Preferred Qualifications
Experience:
Previous Field Operations experience in Field Service, Maintenance, or Construction preferred Demonstrated understanding of Plant telemetry tools (ex. Lighthouse, PRISM, Scope)
SPECTRUM CONNECTS YOU TO MORE
Dynamic Growth: The growth of our industry and evolving technology powers our employees’ careers as they move up or around the company
Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed
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COP301 2025-60130 2025
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 is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. 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.
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.
