Enterprise Technical Support Team Lead - Spectrum Enterprise

Spectrum Charlotte , NC 28201

Posted 5 months ago

Spectrum Enterprise is a national provider of scalable, fiber-based technology solutions serving many of America's largest businesses and communications service providers.

The broad Spectrum Enterprise portfolio includes Internet access, Ethernet access and networks, Voice and TV solutions extending to Managed IT solutions, including Application, Cloud Infrastructure and Managed Hosting Services offered by its affiliate, Navisite. We work closely with clients to achieve greater business success by providing these right-fit solutions designed to meet their evolving needs.

The Highlights

The Enterprise Tech Support Lead is responsible for providing assistance to the customer operations management team through administrative functions such as active queue monitoring, ACD statistics compilation, and other management reporting primarily for the Enterprise Technical Support Team. This position focuses on maintaining exceptional standards of customer service delivery through management of schedule adherence. This position will function as an acting supervisor when management is not available. This position will carry accountability for achieving/exceeding Service Level and other ACD goals. In addition, this position will function, as a working lead role, encompassing all duties and responsibilities of the Enterprise Tech Support I when needed. The lead will not only serve as a single point of contact for Fiber and complex product customers, act as a mentor and subject matter expert for the Enterprise Tech Support agents in the center, but will also exercise a lead role within customer operations and perform duties associated with resolving escalated technical issues, handling amplified repair issues and working projects associated with the customer operations.

What You Will Do

  • Actively and consistently support all efforts to simplify and enhance the Enterprise client experience

  • Work escalated issues that are more complex in nature and require a higher level of technical expertise

  • Primary driver for bridge communications where Enterprise Tech Support presence is required

  • Review open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues

  • Consult with Enterprise Tech Support and/or customers on non-standard support concerns to insure appropriate handling

  • Active queue monitoring, to ensure that Enterprise support service level goals are achieved or exceeded

  • Responsible for providing constructive input/feedback on Enterprise Tech Support troubleshooting methodology

  • Manage ticket workflow to insure appropriate routing, compliance with all MTTR objectives and timely customer communications

  • Mentor and train new team members

  • Respond to concerns and/or escalations in a professional manner; attempt to resolve when possible

  • Responsible for leading enforcement of compliance with system standards for customer service delivery

  • Acts as a reference center for Enterprise Tech Support I & II

  • Functions as standby ACD agent, operate within acceptable ACD parameters and call handling expectations when needed.

  • Coordinates resources during active events/outages and insure timely communication of technical and logistical details to both, the support team and Enterprise Tech Support leadership.

  • Performs all required functions of ETS I and II in an accurate, efficient and professional manner; attempt to resolve complaints successfully or escalate as appropriate

  • Follow all company policies and procedures and comply with all performance and attendance standards

  • Perform other duties as requested by leaderships

  • 5 years Technical support experience in a TAC / NOC / Call Center environment

  • 5 years Experience with at least one of the following: Fiber Internet Access, High Speed Data, Ethernet, Managed Network Services, Managed Security Services, Managed Wi-Fi Services, Enterprise Trunking, Hosted Voice,

  • and Enterprise Video Services

  • 5 years Network troubleshooting in 24x7 Operations Center

  • 5 years Experience working in LAN/WAN operational environment with SME-level knowledge of LAN/WAN protocols

  • Enterprise Tech Support II experience is preferred

Required Keys for Success

  • Ability to read, write, speak and understand English

  • Will have demonstrated sound judgment when dealing with customers and peers

  • Will have demonstrated outstanding customer service "soft skills" and show a capacity to handle escalations

  • Ability to take initiative and handle various tasks simultaneously while working efficiently, effectively, and independently under minimal supervision required

  • Ability to communicate orally and in writing in a clear, straightforward and professional manner

  • Ability to provide outstanding client service to internal and external clients

  • Ability to work independently with minimal guidance and demonstrate a sense of urgency for client impacting issues and collaboratively on projects and new initiatives

  • Ability to identify, analyze and troubleshoot a wide range of technical issues in a professional and efficient manner

  • Ability to communicate with all levels of management and company personnel

  • Ability to maintain a positive attitude

  • Ability to make decisions and solve problems while working under pressure

  • Ability to prioritize and organize effectively

  • Ability to follow established guidelines, policies, and procedures

  • Ability to show judgment and initiative and to accomplish job duties

  • Ability to readily master multiple tools/systems used for technical support

  • Ability to effectively partner with internal and external personnel in order to effectively resolve challenges, special requests or address business critical situations

  • Knowledge of LAN/WAN topologies, OS integration, and networking concepts/technologies, such as DNS, IP routing, and TCP/IP port configuration

  • Knowledge of Windows, Word, Excel, and Outlook

  • Knowledge of coax and fiber

  • Advanced knowledge of tools used for ticketing, fault management, performance management, and configuration management

  • Advanced knowledge of Windows and UNIX Operating Systems

Your Education

  • Bachelors or Associates in Technical area or an equivalent combination of education, training and experience that would meet the skill requirements of the job is required

  • Cisco and/or Juniper Certification required (i.e. CCNA, CCNP, JNCIA, JNCSP, etc.) is required

What You Can Expect

  • Office Environment
  • 24 x 7 Operations Center

The Spectrum brands (including Spectrum Networks, Spectrum Enterprise and Spectrum Reach) are powered and innovated by Charter Communications. Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, or any other basis protected by federal, state or local laws.

FCC Unit: HQ452 Business Unit: Spectrum Enterprise

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Enterprise Technical Support Team Lead - Spectrum Enterprise