Triage Analyst
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 your expertise can resolve complex customer issues and drive improvements? As a Triage Analyst at Spectrum, you’ll support internal and external partners by handling escalated inquiries, researching solutions to technical challenges, and offering actionable recommendations. You’ll bridge business needs with operational excellence, ensuring every customer interaction leads to meaningful results.
This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.
How You’ll Make an Impact
- Analyze business operations and collaborate with stakeholders to recommend solutions aligned with organizational goals
- Research and resolve complex customer service issues and monitor resolution across multiple lines of business
- Assess customer interactions and data sources to identify trends and develop actionable insights for management
- Create reports, charts and presentations to propose new strategies for business improvement
- Prioritize tasks and monitor workflow to ensure timely resolution and customer satisfaction
- Provide updates on service-impacting events and advocate for customers by offering subject matter expertise across functional teams
- Respond to customer inquiries via phone, email and support portal, meeting high standards for quality and productivity
What You’ll Bring to Spectrum
Required Qualifications
Education
- Bachelor’s degree in business or related field or equivalent combination of education and experience
Experience
- 3+ years customer service experience in a repair or billing area
- 3+ years previous call center customer service experience
- 3+ years technical support or field operations experience
- Supervisor level or above role in call center or field operations department
Skills
- Prioritize and organize effectively while handling multiple projects and competing priorities
- Capacity to work independently and in team settings
- Strong customer focus and commitment to service excellence
- Quick identification of business problems and opportunities
- Clear and effective verbal and written communication skills with all levels of management
- Proficiency in software applications such as Word and Excel
- Ability to build rapport via phone and email
- Identification of process efficiencies for continuous improvement
- Timely and effective follow-up
- Strategic and critical thinking skills
Preferred Qualifications
Experience
- Previous customer service experience in a business-to-business environment
- Previous field operations experience in field service, maintenance or constructio
Skills
- Understanding of plant telemetry tools such as Lighthouse, PRISM and Scope
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: 13554 Business Unit: Customer Operations
Zip Code: 33637
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.