Comm Desk Ops Specialist

Responsible for providing technical support and data analysis to triage outages and technical issues that arise related to hardware, software, as well as business functionality for customers and end users throughout the company.

Serves as a liaison between Customer Operations, IT Support Teams, Network Operations fix agents, and other key boundary partner support teams. Analysts are data driven reporting on issues affecting Customer Care sites and external customer-affecting issues for all Charter Spectrum products. This is a team focused position that compares data sets, drafts internal communications, and escalates issues as needed.

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Consistently observes and analyzes service queues, call volume thresholds, and supports customers across the Spectrum footprint, and develops ad hoc reporting as necessary.
• Proactively monitors communications and telemetry tools for outages and gives real time support and assistance to boundary partners through escalations.
• Utilizes ticketing system (CET) by creating tickets, following up on the status of tickets, monitoring bridges for fix teams and resolving issues.
• Makes business impacting analytical decisions while monitoring, responding to, and accurately documenting problems by way of multiple telemetry and data tools in a high paced environment.
• Handles high priority events that require communication to site leaders and Senior Executives.
• Opens, participates in and leads Communication Desk conference bridges as requested.
• Queries and analyzes reports using telemetry tools to investigate customer call volume or outage trends for all lines of business and takes appropriate action to escalate and resolve.
• Performs analysis of Call Center health using telemetry tools (call volume, reported issues). Escalate tickets and communications based on center's impact.
• Prioritizes tasks required for Outage Management including Alerts, Call deflection, and IVR messaging for customers.
• Works alongside ITSOC and NOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues
• Evaluates departmental processes, anticipates requirements, identifies areas for improvement, and presents solutions.
• Attends training, participates in weekly coaching and provides guidance to those with less tenure.
• Perform other duties as assigned.

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English through both verbal & written communication

Ability to clearly understand technical terminology and communicate the information in simplistic fashion all audiences would understand

Ability to analyze data and identify symptoms, or scope to escalate an issue

Demonstrated analytical and conceptual thinking skills

Demonstrated expertise in one or more of the following specialties: networking, internal systems, large audience communications, or technical aptitude with a focus on continuous learning and development

Demonstrated leadership, motivational and interpersonal skills

Demonstrated organizational skills and attention to detail

Decision making abilities taking into consideration trends, analytics and root cause analysis

Ability to work under pressure in a fast-paced environment

Proven record of multi-tasking in different systems simultaneously and prioritizing competing demands

Demonstrated computer skills with emphasis on advanced experience in Microsoft Office, Microsoft Excel, Microsoft Outlook, Remedy, Agent OS and other Internet-based tools

Ability to easily adapt to changes in workplace processes, procedures, and workload

Required Education

Associate's degree in Information Systems, Business Management or related field, or equivalent work experience

Required Related Work Experience and Number of Years

One or more of the following:

Operations experience in Call Center, Network or IT - 2+

Technical support experience in the Cable / Telecommunications industry - 2+

Preferred Skills/Abilities and Knowledge

24/7 Operations Center experience - 2+

Troubleshooting expertise with networking gear, applications, or mobile service - 2+

Technical Certification (CCNA, Security +, Network +, A+)

Preferred Education

Bachelor's degree in Information Systems, Business Management or related field, or equivalent work experience

Preferred Related Work Experience and Number of Years

Charter in a Call Center, IT, or Network Operations role - 2+

WORKING CONDITIONS

Office environment

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements

Ability to sit for extended periods of time

Mental Requirements

Highly resilient and adaptable to a changing operational environment