Community Solutions Service Operations Implementation Specialist I

Curious how your skills in installation and troubleshooting can shape customer experiences at Spectrum?In this role,you'llconduct installation control activities and quality assurance checks, collaborating with partners to ensure seamless service delivery. By gathering property data andassistingduring escalations, yourexpertisewill help elevate operational standards and ensure reliable connectivity for every client.

HowYou'llMake an Impact

• Perform installation control activities and conduct quality assurance checks tomaintainhigh customer experience standards
• Assistboundary partners by completing configuration checks, testinganalysisand property data collection during escalation investigations
• Analyze and implement network device configurations and advanced troubleshooting to support installation and property escalations
• Schedule technician visits, oversee sparing order entries and coordinate staging and implementation checks to support property installations
• Collaborate with regional project management and field teams to prepare and activate installation activities
• Create and update customer profile documentation in designated databases, ensuring consistency through coordination with database administrators
• Drive field productivity by efficiently managing calls and providing support during staging and installation activities

WhatYou'llBring to Spectrum

Required Qualifications

Education

• Two-year degree or certificate telecommunications or IT emphasis

Experience

• 2+ years of cable/telecommunications experience (Field Ops, HFC plantTroubleshooting or Maintenance Tech)
• 2+ years ofNOC, Dispatch, Call Center Tier or help desk support experience
• 3+ years ofNetworking or Equipment Programming experience

Skills

• Ability to read, write,speakand understand English
• Excellent customer service and communication skills
• Basic knowledge of HFC networkconcepts, 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 ManagedWiFitools and basic ability to use the tools to effectively troubleshoot basicWiFirelated 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 ofSpectrumproducts and services and familiar withappropriate termsand abbreviations when discussing industry concepts and issues
• Basic knowledge of desktop computer hardware and software (e.g.monitoringtools) used to analyze network performance
• Ability to use online knowledge systems and search for reference procedures and work aids (i.e.paperless resources)
• Ability towriteroutine 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 instructionsfurnishedin written, oral, diagram, or schedule form
• Ability to distinguish andidentifyvarious colorstoidentifymultiple alarm states in the tools and softwareutilizedin the current environment

Preferred Qualifications

Education

• Certification in Network+, CCENT, CCNA, or CCNP are a plus
• Certificate of Project Management preferred