Communications Desk Operations Specialist

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.
Do you excel at troubleshooting technical issues and supporting seamless business operations? Spectrum is seeking a Communications Desk Operations Specialist to analyze data, triage technical problems and facilitate communication among teams. Your expertise will help maintain reliable operations and a positive experience for our customers and internal partners.
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

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum
• Proactively detect and escalate outages using telemetry and communication tools, supporting partners in real time
• Create and manage tickets in Spectrum's ticketing system, collaborate with fix teams and help drive solutions
• Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives
• Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution
• Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging
• Identify areas for process improvement and provide training and guidance to less tenured team members

What You'll Bring to Spectrum
Education

• Associate's degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support experience in the cable or telecommunications industry

Skills

• Strong analytical skills for data evaluation and issue escalation
• Demonstrated conceptual thinking and attention to detail
• Experience in networking, internal systems, large audience communications or technical aptitude with ongoing learning and development
• Leadership, motivational and interpersonal skills
• Organizational skills and the ability to multitask in multiple systems and prioritize competing demands in fast-paced, high-pressure settings
• Decision making using trends, analytics and root cause analysis
• Advanced proficiency in Microsoft Office, Excel, Outlook, Remedy, and web-based tools
• Adaptable and highly resilient in changing operational environments
• Capacity to clearly explain technical concepts to all audiences
• Read, write and speak English effectively in both verbal and written communication

Preferred Qualifications
Education

• Bachelor's degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years in a 24/7 Operations Center
• 2+ years troubleshooting networking gear, applications or mobile services

Skills

• Technical certification such as CCNA, Security+, Network+ or A+

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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.
Grow Your Career Here We're committed to growing a workforce that reflects the customers and communities we serve - providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans.
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