Communications Desk Operations Specialist

Do you excel at troubleshooting technical issues and supporting seamless business operations? Spectrum is seeking a Communications Desk Operations Specialist to analyze data, triage technical problems and facilitate communication among teams. Your expertise will help maintain reliable operations and a positive experience for our customers and internal partners.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

How You’ll Make an Impact

• Monitor service queues and call volumes, develop ad hoc reports and assist with operational decision-making across Spectrum
• Proactively detect and escalate outages using telemetry and communication tools, supporting partners in real time
• Create and manage tickets in Spectrum’s ticketing system, collaborate with fix teams and help drive solutions
• Lead or participate in Communication Desk conference bridges during critical events, providing updates to leaders and executives
• Analyze customer call volume and outage trends with telemetry tools, escalating issues for timely resolution
• Manage Outage Management tasks by prioritizing alerts, call deflection and customer messaging
• Identify areas for process improvement and provide training and guidance to less tenured team members

What You’ll Bring to Spectrum

Education

• Associate’s degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years of operations experience in a Call Center, Network or IT environment or 2+ years of technical support experience in the cable or telecommunications industry

Skills

• Strong analytical skills for data evaluation and issue escalation
• Demonstrated conceptual thinking and attention to detail
• Experience in networking, internal systems, large audience communications or technical aptitude with ongoing learning and development
• Leadership, motivational and interpersonal skills
• Organizational skills and the ability to multitask in multiple systems and prioritize competing demands in fast-paced, high-pressure settings
• Decision making using trends, analytics and root cause analysis
• Advanced proficiency in Microsoft Office, Excel, Outlook, Remedy, and web-based tools
• Adaptable and highly resilient in changing operational environments
• Capacity to clearly explain technical concepts to all audiences
• Read, write and speak English effectively in both verbal and written communication

Preferred Qualifications

Education

• Bachelor’s degree in Information Systems, Business Management or related field or equivalent work experience

Experience

• 2+ years in a 24/7 Operations Center
• 2+ years troubleshooting networking gear, applications or mobile services

Skills

• Technical certification such as CCNA, Security+, Network+ or A+