Business Technical Support Lead

Charter Communications • Charlotte, NC

1d

About The Position

As a Business Technical Support Lead at Spectrum Business, you will help ensure front-line support teams deliver seamless client service while guiding technical resolutions for escalated issues. The role supports client satisfaction and operational excellence for Spectrum Business enterprise solutions.

You will guide and mentor front-line technicians, monitor call and ticket queues, handle escalated concerns, participate in bridge communications and project calls, and keep clients informed about open cases. You will also share operational insights with leadership and perform all ETS Technician functions.

Requirements

• Bachelor’s or Associate’s degree in a technical area, or an equivalent combination of education, training, and experience.
• Cisco or Juniper certification, such as CCNA, CCNP, JNCIA, or JNCSP.
• At least 2 years of technical support experience in TAC, NOC, or call center environments.
• At least 2 years of experience with one or more of the following: Fiber Internet Access, High Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice, or Enterprise Video Services.
• At least 2 years of network troubleshooting experience in a 24x7 Operations Center.
• At least 2 years of experience in LAN/WAN operational environments with SME-level protocol knowledge.
• Ability to read, write, speak, and understand English.
• Excellent judgment with customers and peers.
• Strong client service skills and the ability to handle escalations.
• Initiative to manage multiple tasks independently and efficiently.
• Ability to identify, analyze, and troubleshoot technical issues professionally.
• Positive attitude and effective problem-solving under pressure.
• Mastery of multiple support tools and systems.
• Knowledge of LAN/WAN topologies, OS integration, DNS, IP routing, and TCP/IP port configuration.
• Proficiency with Windows, Word, Excel, and Outlook.
• Knowledge of coax, fiber, and tools for ticketing, fault management, performance management, and configuration management.
• Extensive experience with Windows and UNIX operating systems.

Nice To Haves

• Enterprise Tech Support II or III experience.

Responsibilities

• Guide and mentor front-line technicians, provide subject matter expertise, and support resolution of complex technical challenges.
• Monitor call and ticket queues to maintain service level goals, manage workflow, and ensure timely client communications.
• Address escalated concerns professionally and efficiently, resolving issues or escalating them appropriately.
• Participate in bridge communications and project calls, coordinating resources and sharing critical updates with the support team and leadership.
• Review and update clients on open cases daily, assist in issue reproduction, and ensure transparent communication.
• Provide leadership with feedback and insights regarding operational trends and client-impacting issues.
• Perform all ETS Technician functions accurately and efficiently while maintaining high standards of client service and technical proficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior