Communications Services Specialist, Level II

FOCUS Broadband•Shallotte, NC

22h•Onsite

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. The role serves as a central point for diagnosing customer-reported issues, managing trouble tickets, and coordinating next steps, including dispatching service-related repairs when necessary. In a fast-paced environment, the specialist handles multiple customer interactions, service requests, and system updates accurately and efficiently. The position works with internal teams to identify, document, and resolve issues, maintain reliable service, minimize downtime, and support customer satisfaction through clear communication and effective problem resolution. The specialist works scheduled shifts that may include evenings, weekends, overtime, on-call periods, and holidays based on business needs. The work is performed in a professional office environment and involves frequent interruptions, high call volumes, time-sensitive tasks, extended computer use, and communication with customers and internal teams. Other duties and special projects may be assigned, and the employee may be asked to represent the company at community or company-sponsored activities.

Requirements

High school diploma or equivalent.
Knowledge of FOCUS Broadband products, services, and internal policies, including installation, repair, assignment, and construction-related procedures.
Understanding of common service issues and troubleshooting practices across voice, streaming, broadband, Wi-Fi, FTTP, and DOCSIS technologies.
Advanced proficiency with ticketing systems, service management platforms, and job-related software for managing customer accounts, processing service orders, and supporting trouble reporting.
Proficiency with computers, standard office equipment, and technical systems, including Microsoft Windows applications and networking fundamentals such as routers, TCP/IP, and Ethernet.
Strong verbal and written communication skills, with the ability to communicate professionally and effectively with customers, coworkers, and internal stakeholders.
Ability to analyze information, troubleshoot technical issues, apply sound judgment, and determine appropriate solutions or escalation paths.
Ability to manage multiple tasks, prioritize work, maintain accuracy, and adapt to changing priorities in a fast-paced, high-volume environment.
Strong attention to detail and organizational skills, and the ability to perform effectively under pressure in time-sensitive situations.
Ability to work independently and collaboratively to achieve service, operational, and customer experience goals.
Ability to remain stationary (sitting or standing) for extended periods while performing computer-based tasks.
Ability to operate a computer, keyboard, mouse, and standard office and telecommunications equipment with repetitive motion and precision.
Ability to communicate with customers, coworkers, and internal teams by phone, email, video, and other electronic methods.
Ability to view and interpret computer-screen information for extended periods, adjust focus, and maintain close vision.
Ability to move about the workspace occasionally to access equipment and materials and collaborate with others.
Ability to occasionally lift, carry, or move items weighing up to 10 pounds.
Ability to occasionally bend, stoop, or reach to perform job tasks.
Willingness to work scheduled shifts that may include evenings, weekends, overtime, on-call periods, and holidays based on business needs.

Nice To Haves

Associate degree in a related technical field.
CompTIA Network+ Certification.
2–3 years of experience in technical support, service coordination, or related functions.
2–3 years of call center experience.
2–3 years of experience working with ticketing software.

Responsibilities

Manage multiple customer interactions, service requests, and trouble tickets accurately and efficiently in a fast-paced environment.
Prioritize and respond to incoming service issues to support timely resolution and customer satisfaction.
Follow established workflows and standard operating procedures to determine next steps and escalate unresolved or advanced issues to internal teams.
Dispatch service-related trouble tickets for repairs, ensuring information is accurate, complete, and consistent with departmental guidelines.
Troubleshoot, diagnose, and resolve complex issues involving voice, streaming, internet, Wi-Fi, FTTP, and DOCSIS services.
Document customer interactions, troubleshooting activities, and resolutions in company ticketing and trouble management systems.
Communicate professionally with customers, coworkers, and internal business partners by phone, chat, email, and other channels.
Provide customers with timely updates and appropriate expectations about service issues and resolution timelines.
Collaborate with Customer Service, Network Operations, and field teams to resolve issues and support service reliability.
Share knowledge, assist with complex issues, and contribute to a positive and collaborative work environment.
Use multiple company systems, software applications, and troubleshooting tools simultaneously to manage service requests and maintain efficient workflows.
Maintain regular and timely attendance and work scheduled shifts, including evenings, weekends, overtime, on-call, and holidays, based on business needs.
Perform other duties and special projects as required.
Participate on behalf of the company in community and company-sponsored activities as requested.
Attend safety meetings, complete safety and security training, and maintain a safe working environment.
Maintain and enhance job-related knowledge and skills through ongoing professional learning and development.