Technical Support Lead

Charter Communications•North Canton, OH

About The Position

As a Lead for Customer Service Technical Support, you will provide expert service and a quality experience at every customer touchpoint related to Charter connectivity services. This includes complex troubleshooting of internet, phone, or video service issues and handling basic billing inquiries, such as taking payments and providing account balances, using internal tools and applications. You will establish and maintain professional, positive customer relationships on Charter’s behalf and ensure issues are addressed consistently with company policies and practices. The role requires subject-matter expertise in supported services, efficient navigation of workflow processes, and effective use of tools. The position works independently with minimal supervision and provides flexible support to frontline representatives, including assistance with complex customer escalations. The work is performed in a call center environment.

Requirements

High school diploma or equivalent.
Successful completion of at least one year as a CSR.
Successful fulfillment of Career Progression requirements.
Experience working in cable operations and/or a telecommunications call center.
Advanced knowledge or experience in internet, phone, and video repair.
Knowledge or experience in internet, phone, and video operations.

Nice To Haves

Associate’s degree.

Responsibilities

Act as the primary contact and subject-matter expert for internet, phone, video, and basic billing inquiries within the scope of support, addressing team questions and customer escalations.
Represent the business and take appropriate action to address customer concerns or needs and improve the customer experience.
Ensure each customer interaction is exceptional before it ends.
Participate in learning and development initiatives to remain current and knowledgeable about supported products.
Participate in quality coaching sessions to support learning and development and encourage efficient, effective customer interactions.
Identify internet, phone, video, and billing support training or skill gaps and provide feedback and recommendations for improvement.
Assist representatives with customer questions and escalations professionally, effectively, and efficiently.
Coordinate and communicate with call center supervision to support efficient operations and customer satisfaction.
Remain current and knowledgeable about every aspect of supported products.
Comply with company and call center policies and procedures.
Accurately document customer account records based on actions taken.
Fulfill work schedules as required.
Perform other duties as assigned.