Charlotte, North Carolina

Spectrum Reach (www.spectrumreach.com) grows businesses of all sizes with custom, multi screen advertising solutions, backed by the power of TV, data, innovation, community experts, and unforgettable creative..

JOB SUMMARY

The Spectrum Reach Media Help Desk Specialist will serve as a Subject Matter Expert for all Media Platforms of Spectrum Reach. This position is responsible for maintaining, troubleshooting and testing all media platform products in support of sales, operations and advanced media. They provide an advance level remote assistance for problem resolution and escalate complex problems to higher tier personnel. They take ownership of an issue and follow through on a resolution with end users and other pertinent information technology staff. Tracks support calls in the Help Desk ticketing system. The candidate will adhere to established standards and procedures in resolving problems.

MAJOR DUTIES AND RESPONSIBILITIES
  • Responsible for receiving customer support requests via phone and email from Charter employees and contractors worldwide in a fast paced environment.
  • Actively and consistently support all efforts to simplify and enhance the customer experience.
  • Act as a Subject Matter Expert for highly complex and integrated platforms in support of sales, operations and advanced media.
  • Troubleshoot platform tribulations in support of sales, operations and advanced media with and without third party vendor support.
  • Perform system admin duties and assist with new user setup process.
  • Perform system testing in a live and test environment.
  • Partner with the Media Training team to help with train the trainer duties and troubleshooting.
  • Identify problems in complex platforms and recommend remedies.
  • Partner with department leadership to assist with all upgrades, testing and enhancements to automation platforms.
  • Foster the development of policies and procedures around automation for sales, operations and advanced media.
  • Document and publish best practices, helpful hints and FAQs.
  • Assist in the roll out of new products or enhancement/upgrades of existing products.
  • Partner with other business units and outside vendors to assist in troubleshooting, maintenance and upgrades in support of all platforms.
REQUIRED QUALIFICATIONS
Skills/Abilities and Knowledge
  • Ability to work in an environment requiring broad experience, adaptability and quick learning.
  • Triage, assign, and resolve support cases via phone and email.
  • Strong background in CRM Application Support.
  • Strong background in customer support and logical troubleshooting.
  • Proficient in MS Office suite.
EDUCATION/EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year College or technical school; or three months to one year related experience and/or training; or equivalent combination of education and experience. Bachelors degree (B.A.) from four year college or university, preferred.
  • Troubleshooting complex platforms
  • Detailed working knowledge of Cable Media Ad Sales
  • MS Office Applications and hardware platforms
  • Salesforce certifications preferred

WORKING CONDITIONS
Office environment
Travel as required
IPC120 295770-1 295770BR

Charlotte, North Carolina

Spectrum's Product and Services are powered and innovated by Charter Communications, Inc. the leading broadband communications company in the United States. Our company provides a full range of advanced broadband services, including Spectrum TV™ video entertainment programming, Spectrum Internet™ access, and Spectrum Voice™. Spectrum Business® similarly provides scalable, tailored, and cost-effective broadband communications solutions to business organizations, such as business-to-business Internet access, data networking, business telephone, video and music entertainment services, and wireless backhaul. The advertising sales and production services are sold under the Spectrum Reach™ brand. News and sports networks are operated under the Spectrum Networks brand.  

Our commitment to serving customers and exceeding their expectations is the bedrock of our business strategy and it’s the philosophy that guides our more than 95,000 employees.

Your next career can be as impactful as your last one. As a veteran or active military service person, you have the skills, talent, and training to make a difference at Spectrum. More than 11,000 veterans have already found a home at our advanced TV, Internet, Voice and Mobile company. You can find yours, too, in areas like Technical Operations, Field Operations, Network Operations, Construction, Engineering, Sales, and more. When you join us, you join a company dedicated to you and your success.  

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