Community Solutions Wifi Representative III

Are you passionate about connecting communities through cutting-edge technology? As a Community Solutions WiFi Representative at Spectrum, you'll play a vital role in supporting our Bulk/MDU services, ensuring seamless Master and Managed WiFi account management. Your in-depth knowledge of our offerings, technical requirements and billing information will be essential in delivering exceptional customer support. By working with minimal supervision, you will contribute to our organization's success and make a significant impact on the customer experience. Join us in bridging the digital divide and enhancing connectivity for all.

• Enhancing the customer experience by supporting Master and Managed WiFi accounts in activation, maintenance, billing, problem solving and troubleshooting.
• Resolving issues for Managed WiFi, Video, Internet and Voice services using diagnostic tools.
• Providing end-user support for connecting devices to networks and managing devices in the portal.
• Offering LAN equipment support, including resetting access points and activating ethernet ports.
• Managing WAN and outage support, reporting issues and creating work orders for technicians.

• Normal office environment.

• Knowledge of basic principles of WiFi and Managed WiFi
• Understanding of LAN, WAN, VLAN, and MAC Authentication
• Experience with ZenDesk, ElevenOS, Archer, and Grafana
• Certifications like CCNA, NET+, A+, CCNP, or CCIE

• High school diploma or equivalent

• 1+ year(s) in cable operations and/or telecommunications call centers
• 1+ year(s) of customer service experience

• Strong verbal and written communication
• Complex problem-solving and excellent follow-up skills
• Attention to detail and outstanding customer service
• Positive phone demeanor and flexibility to work various schedules, including holidays
• Proficiency with PCs, Microsoft Office Suite and intranet navigation
• Knowledge of billing systems and troubleshooting for Video, Internet and Voice services.