Business Technical Support I

Charter Communications • Orlando, FL

2d • Onsite

About The Position

The Business Technical Support agent is the primary contact for mid- and large-business clients using Spectrum’s data, voice, video, and managed services. The role works with internal teams to resolve technical issues promptly and uphold service standards that support reliable client operations. It responds to client issues across phone, trouble tickets, email, and portals; documents issues and coordinates fixes; supports a range of network technologies and services; troubleshoots network and voice incidents; maintains accurate client records; and tracks escalations while keeping clients updated during service-impacting events. The work is performed in an office-based environment.

Requirements

• Bachelor’s or associate degree in a technical field, or equivalent education and training.
• 3–4+ years of technical support experience in TAC, NOC, or contact center environments; alternatively, networking certification or training with 0–1 years of related experience.
• 0–1+ years of experience with at least one of the following: Fiber Internet Access, High Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed WiFi Services, Trunking, Unified Communications, or TV Services.
• 0–1+ years of network troubleshooting experience in a 24x7 Operations Center.
• Ability to read, write, speak, and understand English.
• Ability to deliver excellent client service.
• Ability to identify, analyze, and troubleshoot technical issues efficiently.
• Ability to isolate equipment, facility, and network component problems.
• Ability to prioritize, organize, and follow established procedures.
• Sound judgment and initiative.
• Ability to master technical support tools and systems.
• Knowledge of network protocols, routers, switches, VPN, CWDM, HFC plant, routing policies, WiFi, and VoIP platforms.
• Knowledge of Windows, Word, Excel, and Outlook.
• Knowledge of coax and fiber technologies.
• Adherence to company policies, procedures, and standards.

Nice To Haves

• Cisco or Juniper certification such as CCENT, CCNA, JCNIA, JNCSP, or equivalent.

Responsibilities

• Serve as the main point of contact for mid- and large-business clients, managing communications and escalations for Spectrum’s data, voice, video, and managed services.
• Respond to client issues reported through phone, trouble tickets, email, and portals while meeting established quality and productivity benchmarks.
• Document technical issues in Spectrum’s systems and coordinate fixes with internal and external teams.
• Support clients on Fiber Internet Access, Ethernet, Unified Communications, Trunking, TV, Managed Network, Managed Security, and Managed WiFi technologies and services.
• Troubleshoot incidents involving WAN/LAN topologies, fiber and voice technologies, and large corporate hardware and software environments.
• Maintain accurate client records in relevant tools and systems.
• Advocate for client issues, track escalations, and provide timely updates during service-impacting events.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree