Community Solutions Technical Support Representative

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Are you ready to be the hero who ensures seamless connectivity for our community? As a Community Solutions Repair Representative at Spectrum, you'll play a vital role in troubleshooting and resolving technical issues for our customers. Your expertise in Video, Internet, and Voice services will directly enhance customer satisfaction and contribute to our organization's success. By providing exceptional support, you'll make a significant impact on our customer experience and help maintain Spectrum's reputation for reliability. Join us and be the difference in delivering top-notch service to our community.

What our Community Solutions Repair Representatives Enjoy Most About the Role

• Actively supporting efforts to simplify and enhance the customer experience by diagnosing issues and guiding customers through troubleshooting steps.
• Providing quality service in account activation, maintenance, billing, problem solving, and troubleshooting for Video, Internet and Voice services.
• Identifying potential sales opportunities to upgrade services and assisting field employees with account setups and work orders.
• Accurately documenting customer interactions and resolutions and escalating complex issues to higher-level support when necessary.
• Staying updated on the latest cable services and equipment, demonstrating flexibility by handling additional tasks and working with management to streamline processes.

• Normal office conditions with various schedules, including holidays.

• High school diploma or equivalent

• 1+ years in cable operations or telecommunications call centers

• Proficiency with PCs, Microsoft Office Suite, and intranet navigation
• Knowledge of billing systems and troubleshooting for Video, Internet, and Voice services

• Strong verbal and written communication
• Complex problem-solving and follow-up skills
• Attention to detail and excellent customer service
• Positive phone demeanor
• Ability to train and guide other representatives
• Knowledge of Bulk/MDU offerings, technical requirements, and billing

• 1+ years of experience in customer service or technical support