The Community Solutions Technical Support Representative provides essential technical support for customers facing issues with cable services, internet connectivity, and related equipment. This role involves troubleshooting, account management, and enhancing the customer experience while identifying sales opportunities. The representative must stay updated on services and equipment, documenting customer interactions and resolving inquiries efficiently.
JOB SUMMARY
The Community Solutions Repair Representative works under general supervision and is responsible for and provides technical support to customers experiencing technical issues related to their cable services. This includes troubleshooting problems with their cable/Xumo box, internet connectivity, and other related equipment. The Community Solutions Repair Representative will provide account management support in a manner consistent with Charter’s policies, procedures and quality standards.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Answers phone calls, diagnoses issues, guides customers through troubleshooting steps, and assist with the activation of seamless connectivity and entertainment services within a call center environment.
Identify potential sales opportunities to upgrade services. Responsible for providing quality service to customers via phone in account activation, maintenance, billing, problem solving, medication, enhancement, troubleshooting and, when required, de-activation.
Handles full-service end to end billing related questions, issues and concerns ranging from general questions to payment related items as well as Video, Internet and Voice repairs by troubleshooting with customers to resolve difficult issue with video, data and phone services utilizing all available diagnostic tools and resources
Answer customer calls, provide clear explanations of technical issues, and guide customers through solutions in a professional and patient manner
Diagnose and resolve customer technical issues with internet, video, and phone services by asking probing questions to understand the problem and applying appropriate troubleshooting steps.
Escalate complex issues to higher-level technical support teams when necessary
Stays updated on the latest cable services, equipment, and features to accurately answer customer questions and address concerns
Accurately document customer interactions, troubleshooting steps, and resolutions in the company’s systems
Assists field employees in setting up and authorizing customer accounts, schedules and cancels work orders for technicians
Demonstrates accountability by following through on all necessary customer touch points with appropriate sense of urgency
Works with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting procedures
Demonstrate flexibility by effectively handling additional tasks and assignments as delegated by management. Expectation to take on diverse and evolving responsibilities to support business objectives.
Ability to perform other duties and/or projects as assigned.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of billing systems as well as troubleshooting for Video, Internet and Voice
Demonstrated verbal and written communication skills
Complex problem solving skills
Customer Service
Technical Support
Proven follow-up skills, accuracy and attention to detail
Demonstrated customer service skills, including positive phone demeanor
Ability to effectively train and offer guidance to other representatives
Proficiency with PCs, Microsoft Office Suite and general intranet navigation
The successful Community Solutions Repair Representative will have an in-depth knowledge of the Company’s Bulk/MDU offerings, technical requirements and billing information
Required Education
High school diploma or equivalent
Required Related Work Experience and Number of Years
Experience working in cable operations and/or telecommunications call center or equivalent combination of education and experience
Customer Service Experience (1+ years)
Technical Support Experience (1+ years)
Preferred Related Work Experience and Number of Years
Previous customer service representative experience 1+
WORKING CONDITIONS
Normal office conditions
COP150 2025-51871 2025 Here, employees don’t just have jobs, they build careers. That’s why we believe in offering 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. The base pay for this position generally is between $20.00 and $30.30 . The actual compensation offered will carefully consider a wide range of factors, including your skills, qualifications, experience, and location. We comply with local wage minimums and also, certain positions are eligible for additional forms of other incentive-based compensation such as bonuses. Get to Know Us Charter Communications is known in the United States by our Spectrum brands, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and Spectrum Reach. When you join us, you’re joining a strong community of 95,000 employees working together to serve more than 31 million customers in 41 states and keep them connected to what matters most. 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.technical support, customer service, cable services, internet troubleshooting, voice services, sales opportunities, billing support, account management, troubleshooting procedures, customer experience
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