Community Solutions Field Support Specialist I

JOB SUMMARY

Working under direct supervision in a team environment, responsible for providing break fix support to field technicians. This position is the primary support contact to field technicians supporting property activations and break fix visits.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently supports all efforts to simplify and enhance the customer experience.

Able to perform basic troubleshooting and tasks associated to break fix diagnosis and work order entry.

Carries out tasks in support of activation of new properties, as well as, support of previously installed properties

Possesses a basic understand of network architecture, topology principles, troubleshooting and provisioning standards in support of field technician calls during customer appointments

Accesses and analyzes network device configuration for troubleshooting and activation activities

Help drive field productivity through efficient call handling and support

Provide Work Order support in adjusting, closing, and Equipment Add or Remove

Makes outbound and receives inbound calls to coordinate proactive maintenance activities for Field Technician teams

Creates, manages and resolves work orders for all activities routed to a field technician from all work sources either through automation or manually including activities that may be ticketed in another system such as the Biller, Remedy, or through any other ticketing process

Maintains strong positive relationships with customers and peer groups and interacts with the other departments within the organization in supporting our end customers

Ability to address and apply firmware upgrades when opportunities are identified

Performs other duties as assigned

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Excellent customer service and communication skills

Basic knowledge of HFC network concepts, DOCSIS and end-user support principles

Ability to communicate professionally, effectively, and courteously with customers, coworkers and constituencies outside the organization using a variety of communication formats (email, chat, in-person, and telephone)

Basic knowledge of Managed WiFi tools and basic ability to use the tools to effectively troubleshoot basic WiFi related issues

Ability to work well with others as part of a team environment

Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists

Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues

Basic knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance

Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources)

Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment

Required Education

Two-year degree or certificate telecommunications or IT emphasis preferred

Required Related Work Experience and Number of Years

Cable/telecommunications experience (Field Ops, HFC plant 2+

Troubleshooting or Maintenance Tech)

NOC, Dispatch, Call Center Tier or help desk support experience 2+

WORKING CONDITIONS

Office environment

Must be able to work all shifts including evenings, weekends and some holidays