Spectrum · 13 hours ago
Community Solutions Field Support Specialist I
Durham, NC
Full-time
Onsite
Entry Level
2+ years expSpectrum is a leading provider of communication and entertainment products for residential and business customers. The Community Solutions Field Support Specialist I is responsible for providing break fix support to field technicians, managing work orders, and enhancing the customer experience through effective troubleshooting and coordination of maintenance activities.
Telecom & CommunicationsDigital MediaDigital EntertainmentInternetTelecommunications
No H1B
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
Qualification
Required
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
Two-year degree or certificate telecommunications or IT emphasis preferred
Cable/telecommunications experience (Field Ops, HFC plant 2+ Troubleshooting or Maintenance Tech)
NOC, Dispatch, Call Center Tier or help desk support experience 2+
Benefits
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.
Company
Spectrum
Spectrum is a cable telecommunications company that offers a range of home entertainment and information services. It is a sub-organization of Charter Communications.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
$11.4MKey Investors
North Carolina Department of Information Technology
2023-09-01Grant· $11.4M
2015-05-26Acquired
2007-03-01IPO
Leadership Team
Dinesh Jain
Chief Operating Officer
Ken Guiberson
Group Vice President, Digital Self-Service
Recent News
2026-01-20
2026-01-06
Company data provided by crunchbase