National Field Support Representative IV

This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Our National Field Support Representatives IV (NFS) are the backbone of our organization, supporting NFS Reps, technicians, customers, and leadership. You'll tackle highly complex tasks, partner on special projects, manage resource metrics and operational reports. By identifying trends and making data-driven recommendations, you'll play a vital role in keeping communities connected to what matters most.

• Making a Difference: Support multiple internal teams and our customers, keeping us all connected to what matters most.
• Operational Excellence: Support outage investigations, escalations, quotas and staffing, training and more.
• Impactful Problem Solving: Take-on complex technical issues, projects, mentoring, quality assurance and more.
• Strategic Forecasting: Identify forecasting opportunities to improve operational efficiencies and meet customer expectations.

In this role you’ll work in a 24/7 call center environment with headset. You’ll work as part of a team receiving assistance and instruction in real-time to help you continually learn and grow. If you are resourceful, adaptable, and eager to learn, this role could be the start of a fulfilling career with Spectrum.

• Education
  • High School Diploma or equivalent
• Schedule
  • Ability to work a variety of schedules in-office including mornings, nights, weekends, overnights, and holidays.
• Experience
  • National Field Support Rep I, Rep II and Rep III experience/mastery
  • Completed appropriate National Field Support Career Path Training Matrix
• Technical Skills
  • Fluent in English
  • Clear verbal and written communication
  • Problem-solving, critical thinking, communication, adaptability, and willingness to learn
  • Proficient with computers and software applications, including MS Office
  • Problem-solving, critical thinking, communication, adaptability, and willingness to learn
  • Navigate NFS systems and applications
  • Knowledge of telecommunications products and services

• Business, IT, or equivalent work experience
• 2+ years of network troubleshooting and surveillance experience
• 3+ years dispatcher and/or customer service experience
• 3+ years of support operations center
• 5+ years of VoIP, HSD and/or digital video

A qualified applicant’s criminal history, if any, will be considered in a manner consistent with applicable laws, including local ordinances.

Get to Know Us Charter Communications provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via Spectrum Reach. When you join our team, you’ll be keeping our customers connected to what matters most in 41 states across the U.S. Watch this video to learn more.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.