Associate Help Desk Support Specialist

4 weeks ago

Charlotte, North Carolina, United States Charter Communications Full time
About the Role

Spectrum's Product and Technology team is seeking a highly skilled and customer-focused Associate Help Desk Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional live phone support to our employees, utilizing a high degree of customer service, technical expertise, and timeliness.

Key Responsibilities
  • Provide basic level remote IT assistance for problem resolution and escalate complex problems to higher tier personnel.
  • Take ownership of an issue and follow through on a resolution with end users and other pertinent IT staff.
  • Track support calls in the Help Desk ticketing system.
  • Adhere to established standards and procedures in resolving problems.
What You'll Enjoy Most
  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Receive customer support requests via phone and email from employees and contractors worldwide in a fast-paced environment.
  • Leverage troubleshooting skills, documentation, and on the job training to document, resolve or escalate these support requests for the applications running across the enterprise.
  • Use basic troubleshooting techniques to resolve or route issues pertaining to email problems or features, network connectivity, personal computer problems, and application problems for employees and contractor customer base.
  • Use multiple ticketing systems to document and route support case to the appropriate group(s) who can assist in resolving the issue.
  • Expect a case load of approximately 80-100 cases per day.
  • Regular interaction with various support groups and end-users at all levels.
  • Analyze problems and solve them creatively.
  • Must develop a strong knowledge of products, features and services and how our customers use them.
  • Assist on special projects and escalations outside of normal call taking responsibilities without affecting the team goals for hold times and abandon rates.
  • Learn how to identify inefficiencies and work with leadership to improve the overall functionality of the support desk.
  • Resolve support cases via phone and email.
What You'll Bring to Spectrum
  • Experience: IT Help Desk experience required - 1+ years, Experience troubleshooting Windows 7 & 10 operating systems - 1+ years, MS Office Applications and hardware platforms - 1+ years.
  • Education: Associate degree (A. A.) or equivalent from two-year College or technical school or equivalent combination of education and experience.
  • Technical skills: Proficient in MS Office suite.
  • Skills: Effective problem solving skills, Demonstrated in-depth background in Support Desk services, Demonstrated in-depth background in customer support and logical troubleshooting, Demonstrated effective interpersonal and communication skills, Effective team working skills in a fast paced setting, Be self-motivated and able to work with minimal supervision.
  • Abilities: Ability to read, write, speak and understand English, Ability to handle multiple tasks simultaneously, prioritize and complete specified tasks on time, Ability to effectively communicate status orally and in written form, Ability to develop proficiency in Remedy application use and reporting.
  • Travel Ability: Office Environment, Must be able to work flexible schedule from 05:00 am to 11:59 pm any day of the week in 8 to 10 hour shifts.
  • Schedule: Full time.
About Spectrum

Spectrum is a leading provider of telecommunications services in the United States. We offer a comprehensive pay and benefits 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.

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 100,000 individuals working together to serve nearly 32 million customers in 41 states and keep them connected to what matters most.

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