Communication Desk Operations Specialist

JOB SUMMARY
Responsible for providing technical support and data analysis to triage outages and technical issues that arise related to hardware, software, as well as business functionality for customers and end users throughout the company.
Serves as a liaison between Customer Operations, IT Support Teams, Network Operations fix agents, and other key boundary partner support teams. Analysts are data driven reporting on issues affecting Customer Care sites and external customer-affecting issues for all Charter Spectrum products. This is a team focused position that compares data sets, drafts internal communications, and escalates issues as needed.
LOCATION
12012 N. Mopac Expressway
Austin, Texas 78758
ESSENTIAL RESPONSIBILITIES OF THE POSITION

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Consistently observes and analyzes service queues, call volume thresholds, and supports customers across the Spectrum footprint, and develops ad hoc reporting as necessary.
• Proactively monitors communications and telemetry tools for outages and gives real time support and assistance to boundary partners through escalations.
• Utilizes ticketing system (CET) by creating tickets, following up on the status of tickets, monitoring bridges for fix teams and resolving issues.
• Makes business impacting analytical decisions while monitoring, responding to, and accurately documenting problems by way of multiple telemetry and data tools in a high paced environment.
• Handles high priority events that require communication to site leaders and Senior Executives.
• Opens, participates in and leads Communication Desk conference bridges as requested.
• Queries and analyzes reports using telemetry tools to investigate customer call volume or outage trends for all lines of business and takes appropriate action to escalate and resolve.
• Performs analysis of Call Center health using telemetry tools (call volume, reported issues). Escalate tickets and communications based on center's impact.
• Prioritizes tasks required for Outage Management including Alerts, Call deflection, and IVR messaging for customers.
• Works alongside ITSOC and NOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues.
• Evaluates departmental processes, anticipates requirements, identifies areas for improvement, and presents solutions.
• Attends training, participates in weekly coaching and provides guidance to those with less tenure.

Perform other duties as assigned.
WHAT YOU'LL BRING TO SPECTRUM
Required Skills/Abilities and Knowledge

• Ability to read, write, speak and understand English through both verbal & written communication.
• Ability to clearly understand technical terminology and communicate the information in simplistic fashion all audiences would understand.
• Ability to analyze data and identify symptoms, or scope to escalate an issue.
• Demonstrated analytical and conceptual thinking skills.
• Demonstrated expertise in one or more of the following specialties: networking, internal systems, large audience communications, or technical aptitude with a focus on continuous learning and development.
• Demonstrated leadership, motivational and interpersonal skills.
• Demonstrated organizational skills and attention to detail.
• Decision making abilities taking into consideration trends, analytics and root cause analysis.
• Ability to work under pressure in a fast-paced environment.
• Proven record of multi-tasking in different systems simultaneously and prioritizing competing demands.
• Demonstrated computer skills with emphasis on advanced experience in Microsoft Office, Microsoft Excel, Microsoft Outlook, Remedy, Agent OS and other Internet-based tools.
• Ability to easily adapt to changes in workplace processes, procedures, and workload.

Required Education
Associate's degree in Information Systems, Business Management or related field, or equivalent work experience
Required Related Work Experience and Number of Years
One or more of the following:

• Operations experience in Call Center, Network or IT - 2+
• Technical support experience in the Cable / Telecommunications industry - 2+

PREFERRED QUALIFICATIONS
Preferred Skills/Abilities and Knowledge

• 24/7 Operations Center experience - 2+
• Troubleshooting expertise with networking gear, applications, or mobile service - 2+
• Technical Certification (CCNA, Security +, Network +, A+)

Preferred Education
Bachelor's degree in Information Systems, Business Management or related field, or equivalent work experience
Preferred Related Work Experience and Number of Years
Charter in a Call Center, IT, or Network Operations role - 2+
WORKING CONDITIONS
Office environment
PHYSICAL AND MENTAL REQUIREMENTS
Physical Requirements
Ability to sit for extended periods of time.
Mental Requirements
Highly resilient and adaptable to a changing operational environment.
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.
• Supportive Teams: Who you are matters here. And, we aim to foster an inclusive workplace where every person is empowered to bring their best ideas.
• Learning Culture: With a focus on training and development, employees can have confidence that day one is truly just the beginning of a dynamic career.
• Total Rewards: .

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