Spectrum Reach is the advertising sales division of Charter Communications, Inc. The company offers custom solutions for the modern media landscape utilizing national cable networks, internet advertising and promotional events supported by marketing, research and award-winning creative services. Spectrum Reach applies insightful research to understand consumer behavior and build targeted, multi-screen media plans personalized for each customer.
With offices in 41 states and 147 markets, Spectrum Reach covers over 27 million households throughout the country. From traditional commercial advertising to exciting new possibilities in interactive media and multi-screen solutions, Spectrum Reach's consultative team brings advertisers effective, efficient ways to turn our audiences into their customers.
The Product Support Specialist is a member of the Technical Business Automation Team responsible for supporting various internal technologies used by Charter's sales force. The Product Support Specialist works directly with end users to help them troubleshoot and resolve technology related issues with various end user productivity systems.
Essential Job Functions:
This position helps troubleshoot issues with application usage, application errors and general help questions not related to IT.
The incumbent logs issues for future group reference in knowledgebase tools such as SharePoint.
She/He rotates schedules to support various time zones, from Eastern to Hawaii.
Strong document writing/formatting skills.
Strong interpersonal communication skills to assist end users by phone and by written response.
Candidate must have solid troubleshooting skills and mastery of internal systems.
The Product Support Specialist will assist end users with Salesforce data integrity management, movement of accounts.
This position may also assist other departments in running and retrieving records and data requests.
The Product Support Specialist will set up user accounts in various applications (Salesforce, order management system, View, Eclipse etc.).
The incumbent escalates issues to Supervisor and may be required to follow back up with end users to help them resolve their needs.
The ideal candidate will have 3-4 years of experience in an IT help desk environment supporting remote users.
Previous experience with Salesforce and an Order Management System is highly preferred. Experience with proprietary sales support systems (CRMs) is also very valuable.
This position requires extensive phone and email communication skills.
The incumbent must have very strong people skills including; patience to assist end users of varying levels of technological abilities. This incumbent must be able to demonstrate the ability to remain calm to be able to handle escalated issues related to sales data management.
Education and Experience:
Bachelor's degree in Technology or related area preferred.
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: SPRCH - Business Unit: Spectrum Reach