Comm Desk Ops Specialist - Austin, United States - Charter Communications

Charter Communications Austin, United States

Found in: beBee S2 US - 3 weeks ago

Regular, Full time

Description

Responsible for providing technical support and data analysis to triage outages and technical issues that arise related to hardware, software, as well as business functionality for customers and end users throughout the company.

Serves as a liaison between Customer Operations, IT Support Teams, Network Operations fix agents, and other key boundary partner support teams.

Analysts are data driven reporting on issues affecting Customer Care sites and external customer-affecting issues for all Charter Spectrum products.

This is a team focused position that compares data sets, drafts internal communications, and escalates issues as needed.

Actively and consistently support all efforts to simplify and enhance the customer experience.

Consistently observes and analyzes service queues, call volume thresholds, and supports customers across the Spectrum footprint, and develops ad hoc reporting as necessary.

Proactively monitors communications and telemetry tools for outages and gives real time support and assistance to boundary partners through escalations.

Utilizes ticketing system (CET) by creating tickets, following up on the status of tickets, monitoring bridges for fix teams and resolving issues.

Makes business impacting analytical decisions while monitoring, responding to, and accurately documenting problems by way of multiple telemetry and data tools in a high paced environment.

Handles high priority events that require communication to site leaders and Senior Executives.

Opens, participates in and leads Communication Desk conference bridges as requested.

Queries and analyzes reports using telemetry tools to investigate customer call volume or outage trends for all lines of business and takes appropriate action to escalate and resolve.

Performs analysis of Call Center health using telemetry tools (call volume, reported issues). Escalate tickets and communications based on center's impact.

Prioritizes tasks required for Outage Management including Alerts, Call deflection, and IVR messaging for customers.

Works alongside ITSOC and NOC through ticket entry and engagement, gathering and sharing information and status related to service-affecting issues

Evaluates departmental processes, anticipates requirements, identifies areas for improvement, and presents solutions.

Attends training, participates in weekly coaching and provides guidance to those with less tenure.

Perform other duties as assigned.

Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English through both verbal & written communication
Ability to clearly understand technical terminology and communicate the information in simplistic fashion all audiences would understand
Ability to analyze data and identify symptoms, or scope to escalate an issue
Demonstrated analytical and conceptual thinking skills
Demonstrated expertise in one or more of the following specialties: networking, internal systems, large audience communications, or technical aptitude with a focus on continuous learning and development
Demonstrated leadership, motivational and interpersonal skills
Demonstrated organizational skills and attention to detail
Decision making abilities taking into consideration trends, analytics and root cause analysis
Ability to work under pressure in a fast-paced environment
Proven record of multi-tasking in different systems simultaneously and prioritizing competing demands
Demonstrated computer skills with emphasis on advanced experience in Microsoft Office, Microsoft Excel, Microsoft Outlook, Remedy, Agent OS and other Internet-based tools
Ability to easily adapt to changes in workplace processes, procedures, and workload

Required Education
Associate's degree in Information Systems, Business Management or related field, or equivalent work experience

Required Related Work Experience and Number of Years

One or more of the following:
Operations experience in Call Center, Network or IT - 2+
Technical support experience in the Cable / Telecommunications industry - 2+

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge
24/7 Operations Center experience - 2+
Troubleshooting expertise with networking gear, applications, or mobile service - 2+
Technical Certification (CCNA, Security +, Network +, A+)

Preferred Education
Bachelor's degree in Information Systems, Business Management or related field, or equivalent work experience

Preferred Related Work Experience and Number of Years
Charter in a Call Center, IT, or Network Operations role - 2+

WORKING CONDITIONS
Office environment

PHYSICAL AND MENTAL REQUIREMENTS

Physical Requirements
Ability to sit for extended periods of time

Mental Requirements
Highly resilient and adaptable to a changing operational environment

EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
COP100

2024

Here, employees don't just have jobs, they build careers.

That's why we believe in offering a comprehensive package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value at every stage of life.

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

Get to Know Us

Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet, TV, Mobile and Voice, Spectrum Networks, Spectrum Enterprise and Spectrum Reach.

When you join us, you're joining a strong community of more than 101,000 individuals working together to serve more than 32 million customers in 41 states and keep them connected to what matters most.

Who You Are Matters Here
We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets.

Trade Ops Specialist

Found in: Lensa US 4 C2 - 5 days ago

Selby Jennings Austin, United States

Our client is a top Market Maker that utilizes cutting-edge technology to provide liquidity to the global markets. This firm plays a vital role in facilitating trading activities worldwide and uses sophisticated electronic trading systems to create more efficient markets. · This ...
Sales Ops Analyst Specialist

Found in: beBee S2 US - 2 weeks ago

FIS Global Austin, United States OTHER

Position Type : · Full time Type Of Hire : · Experienced (relevant combo of work and education) Education Desired : · Bachelor's Degree Travel Percentage : · 5 - 10%Job Description · GENERAL DUTIES & RESPONSIBILITIES · Using knowledge of company products, services, support an ...
Senior Ops Technical Support Specialist

Found in: Lensa US 4 C2 - 2 days ago

Visamiddleeast Austin, United States

**Senior Ops Technical Support Specialist - Visa Research** · Research & Development · Full-time · Date: Job Number: REF31736W **Company Description** · As the world's leader in digital payments technology, Visa's mission is to connect the world through the most creative, rel ...
DPS - DLD - License Specialist II, HQ Ops

Found in: Lensa US 4 C2 - 2 days ago

CAPPS, Inc. Austin, United States

Job DescriptionThis posting has been reopened.Those that have already applied need not reapply.Weekend work may be requiredThis position is for an extended hours facility.Work schedules begin as early as 7:00am and may end as late as 8:00pm PLEASE NOTE: All applications must cont ...
DPS - DLD - License Specialist II, Reg Ops - 0171

Found in: Talent US 2 C2 - 2 days ago

State of Texas Austin, United States

GENERAL DESCRIPTION: · Performs moderately complex (journey-level) licensing and permitting work in a Regional Operations Field office of the Driver License Division. Work involves receiving and reviewing license and permit applications; ensuring compliance with applicable polic ...
DPS - DLD - License Specialist II, HQ Ops - 0171

Found in: Talent US 2 C2 - 2 days ago

State of Texas Austin, United States

GENERAL DESCRIPTION: · Performs moderately complex (journey-level) licensing and permitting work. Work involves receiving and reviewing license and permit applications; ensuring compliance with applicable policies, administrative codes, and statutes; communicating with external ...
store ops specialist(customer service)

Found in: Lensa US P 2 C2 - 5 days ago

Texasashley Pflugerville, United States

** STORE OPS SPECIALIST(CUSTOMER SERVICE)** · **Job Category****:** CUSTOMER SERVICE **Requisition Number****:** STORE007871 Showing 1 location **Job Details** · **Description** · **Ashley HomeStore, the #1 Mattress and Furniture retailer in North America, has an immediate ope ...
Director, Global Business Policy

Found in: Pandologic AM US A2 - 1 day ago

CrowdStrike, Inc. N/A, United States

About the Role: · CrowdStrike is seeking a Director of Global Business Policy to join our Worldwide Sales and Operations Organization and Global Renewals Management Function within the Customer Acquisition and Retention Excellence Organization. As a key sales and operations suppo ...
Quality Engineering/Quality Assurance Specialist

Found in: Indeed US C2 - 1 day ago

Metabyte, Inc Austin, United States Contract

*Job description for QA Specialist* · We are seeking a high energy *QA Specialist* for our client based in Austin ,TX Location. Our client is one of the top Pharma companies in the USA. · *Description* · This position will support 3rd party for medical devices, device history rec ...
Product Owner

Found in: Lensa US 4 C2 - 6 hours ago

SailPoint Technologies Holdings, Inc. Austin, United States

At SailPoint, we do things differently. We understand that a fun-loving work environment can be highly motivating and productive. When smart people work on intriguing problems, and they enjoy coming to work each day, they accomplish great things together. With that philosophy, we ...
Customer Support Specialist

Found in: Lensa US 4 C2 - 1 day ago

Dealhub Austin, United States

** Customer Support Specialist** · Customer Success USA, Austin **Description** · is known for its professional and thorough support team, and its kind and patient attitude. · As a hyper-growth company, with more and more customers who choose to work with us, our Support team ...
Director, Global Business Policy

Found in: Careerbuilder One Red US C2 - 15 hours ago

CrowdStrike, Inc. N/A, N/A, United States

About the Role: · CrowdStrike is seeking a Director of Global Business Policy to join our Worldwide Sales and Operations Organization and Global Renewals Management Function within the Customer Acquisition and Retention Excellence Organization. As a key sales and operations suppo ...
QA Specialist II

Found in: One Red Cent US C2 - 20 hours ago

Spectraforce Technologies Austin, United States

Job Title:QA Specialist II · Job Location:Austin, TX 73301 · Job Duration: 6 months · Note : WILL BE WORKING A REGULAR WORK SCHEDULED (MONDAY THRU FRIDAY) TO TRAIN FOR ABOUT 6 TO 8WEEKS THEN THEY WILL MOVE TO THE WEDNESDAY THRU SATURDAY8 am to 6 pm (10 hours a day) · Job Descript ...
SoC Pre-Silicon Engineering Program Manager

Found in: One Red Cent US C2 - 14 hours ago

Apple Austin, United States

Summary · Posted: Apr 3, 2024 · Role Number: · Imagine what you could do here. At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could ac ...
HR Coordinator

Found in: Lensa US 4 C2 - 6 days ago

Introlligent Austin, United States

Job Summary The Global Ops Specialists are a highly collaborative and cross-functional team who drive team readiness, deliver training, partner with program owners, and coach the support team on meeting a variety of unique employee needs. You'll be the expert in the organization' ...
Priority Claims Specialist III

Found in: Lensa US 4 C2 - 6 days ago

Insight Global Austin, United States

Principal Duties and Responsibilities (Essential Functions): · * Retrieve and properly identify any document received from Revenue Cycle Management (RCM) system · * Update tracking and billing systems accordingly · * Perform internal and external data, files, or medical chart ...
IT Help Desk

Found in: Lensa US 4 C2 - 2 days ago

SymphonyAI Austin, United States

Introduction: · Symphony AI, an enterprise artificial intelligence (AI) SaaS company that delivers significant benefits to customers in specific industries by transforming existing business processes and enabling new insights, innovation, revenue acceleration and cost optimizati ...
Policy Training Development Specialist

Found in: Lensa US 4 C2 - 6 hours ago

Tik Tok Austin, United States

Responsibilities · TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. · Why Join Us: · ...
Search Operation Regional Manager-AMS, Trust and Safety

Found in: Lensa US 4 C2 - 6 hours ago

Tik Tok Austin, United States

Responsibilities · TikTok is the leading destination for short-form mobile video. Our mission is to inspire creativity and bring joy. TikTok has global offices including Los Angeles, New York, London, Paris, Berlin, Dubai, Singapore, Jakarta, Seoul and Tokyo. · Why Join Us · C ...
Enterprise Account Executive

Found in: Lensa US 4 C2 - 5 days ago

Trello Austin, United States

Atlassian is revolutionizing the software development industry and helping teams all around the world like Nasa, Nike, Pixar and Tesla to advance humanity through the power of software & collaboration. We have over 200,000 customers worldwide, and the Enterprise Advocates help th ...