Community Solutions Technical Support Representative

Company: SPECTRUM
Location: Greensboro
Posted on: April 18, 2025

Job Description:

The Community Solutions Representative provides basic customer support related to Bulk/MDU Spectrum Services. The successful Community Solutions Representative will have an in-depth knowledge of the Company's Bulk/MDU offerings, technical requirements and billing information. The Community Solutions Representative will provide account management support in a manner consistent with Charter's policies, procedures and quality standards. Works under general supervision.
Actively and consistently support all efforts to simplify and enhance the customer experience. -Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation. -Handles full service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources -Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians -Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency -Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures -Ability to perform other duties and/or projects as assigned
Required Skills/Abilities and KnowledgeAbility to read, write, speak and understand EnglishKnowledge of billing systems as well as troubleshooting for Video, Internet and Voice Demonstrated verbal and written communication skillsComplex problem solving skills Proven follow-up skills, accuracy and attention to detail Demonstrated customer service skills, including positive phone demeanor Ability to effectively train and offer guidance to other representatives Proficiency with PCs, Microsoft Office Suite and general intranet navigation -Required EducationHigh school diploma or equivalent -Required Related Work Experience and Number of YearsExperience working in cable operations and/or telecommunications call center -Preferred Related Work Experience and Number of YearsPrevious customer service representative experience -WORKING CONDITIONSNormal office conditions Works various schedules including holidays
COP150 2025-52148 2025

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Keywords: SPECTRUM, Burlington , Community Solutions Technical Support Representative, IT / Software / Systems , Greensboro, North Carolina