Community Solutions Technical Support Representative

Summary: Spectrum Community Solutions is dedicated to providing superior communication and entertainment products. As a Repair Representative, you will troubleshoot and resolve technical issues for customers, enhancing their experience with Video, Internet, and Voice services. Responsibilities: - Actively supporting efforts to simplify and enhance the customer experience by diagnosing issues and guiding customers through troubleshooting steps - Providing quality service in account activation, maintenance, billing, problem solving and troubleshooting for Video, Internet and Voice services - Identifying potential sales opportunities to upgrade services and assisting field employees with account setups and work orders - Accurately documenting customer interactions and resolutions and escalating complex issues to higher-level support when necessary - Staying updated on the latest cable services and equipment, demonstrating flexibility by handling additional tasks and working with management to streamline processes Required Qualifications: - High school diploma or equivalent - 1+ year(s) in cable operations or telecommunications call centers or equivalent combination of education and experience - Strong verbal and written communication - Complex problem-solving and follow-up skills - Attention to detail and excellent customer service - Positive phone demeanor - Ability to train and guide other representatives - Knowledge of Bulk/MDU offerings, technical requirements, and billing - Proficiency with PCs, Microsoft Office Suite, and intranet navigation - Knowledge of billing systems and troubleshooting for Video, Internet and Voice services Preferred Qualifications: - 1+ year(s) of experience in customer service and technical support Required Skills: Technical support, Troubleshooting, Video, Internet, Voice services Important Skills: Customer service, Communication skills, Attention to detail Nice-to-Have Skills: Complex problem-solving, Positive phone demeanor, train others, Microsoft Office Suite, billing systems Benefits: Free and discounted Spectrum services like internet, TV and mobile, Comprehensive pay and benefits package that rewards employees for their contributions to our success, Supporting all aspects of their well-being at every stage of life, Eligible for additional forms of other incentive-based compensation such as bonuses