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
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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
COP117 2025-45856 2025
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A qualified applicant's criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.
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