Communications Services Specialist, Level II

FOCUS Broadband•Shallotte, NC

About The Position

The Communications Services Specialist, Level II (CSS LII) supports FOCUS Broadband’s customer experience by troubleshooting and resolving complex service issues across voice, streaming, and internet services. This role serves as a central point for diagnosing customer-reported issues, managing trouble tickets, and coordinating appropriate next steps, including dispatch for service-related repairs when necessary. Operating in a fast-paced environment, the CSS LII manages multiple customer interactions, service requests, and system updates with accuracy and efficiency. The position works closely with internal teams to ensure issues are properly identified, documented, and resolved, helping maintain reliable service, minimize downtime, and deliver a high level of customer satisfaction through clear communication and effective problem resolution.

Requirements

A high school diploma or equivalent is required.
2-3 years previous experience in technical support, service coordination, or related functions preferred.
2-3 years previous call center experience preferred.
2-3 years of previous work with ticketing software preferred.

Nice To Haves

An associate degree in a related technical field is preferred.
CompTIA Network+ Certification is preferred.

Responsibilities

Manage multiple customer interactions, service requests, and trouble tickets in a fast-paced environment while maintaining accuracy and efficiency.
Prioritize and respond to incoming service issues to ensure timely resolution and customer satisfaction.
Follow established workflows and standard operating procedures to determine appropriate next steps, including escalation of unresolved or advanced issues to internal teams.
Dispatch service-related trouble tickets for repairs, ensuring information is accurate, complete, and aligned with departmental guidelines.
Troubleshoot, diagnose, and resolve complex service issues related to voice, streaming, internet, Wi-Fi, FTTP, and DOCSIS services using established procedures and technical knowledge.
Document all customer interactions, troubleshooting activities, and resolutions in company ticketing and trouble management systems to support service continuity and operational tracking.
Communicate clearly and professionally with customers, co-workers, and internal business partners across multiple channels (phone, chat, email).
Provide timely updates and set appropriate expectations with customers regarding service issues and resolution timelines.
Collaborate with internal departments, including Customer Service, Network Operations, and field teams, to support issue resolution and service reliability.
Support team effectiveness by sharing knowledge, assisting with complex issues, and contributing to a positive and collaborative work environment.
Utilize multiple company systems, software applications, and troubleshooting tools simultaneously to manage service requests and maintain efficient workflows.
Maintain regular and timely attendance.
Work scheduled shifts, including evenings, weekends, overtime, on-call, and holidays based on business needs.
Perform other duties/special projects as required.
Participate on behalf of the company in community and company-sponsored activities as requested.
Attend safety meetings, completes safety and security training, and maintains a safe working environment.
Actively maintain and enhance job-related knowledge and skills through ongoing professional learning and development.