Business Tech Support Lead

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

Do you want to lead a team of technical support professionals while serving as an issue resolution expert? You can do that. Ready to monitor our queue, compile ACD statistics and create reports for management? As an Enterprise Technical Support Lead at Spectrum Business, you can do that.

Spectrum Business provides modern enterprise technology solutions that meet the unique needs of some of the country’s biggest brands. If you’re looking to build your most successful career, support client growth and work alongside intelligent, driven professionals, you can do that. We're ready to go all in on your future and create an engaging environment.

Be part of the connection:
You lead your team while exceeding SLAs and other ACD goals using detailed management and scheduling. You resolve escalated technical issues, handle amplified repair issues and complete projects related to client operations. You work in an office environment interacting with clients and teams in person and digitally.

How you can make a difference:

• Resolve escalated issues that are more complex and require technical expertise.
• Communicate with technical support teams and leadership during active events or outages to transfer technical and logistical details.
• Resolve open issues through daily review, communicating ticket statuses to clients and enforcing compliance of system standards.
• Manage the ticket workflow to ensure appropriate routing, MTTR objectives and client communications.
• Train new team members to support ACD by functioning as a standby agent.

WHAT YOU BRING TO SPECTRUM BUSINESS

Required qualifications:

• Experience: One or more years of technical support experience in a 24/7/365 operations or call center environment; One or more years of experience working with fiber-based networking or managed services; One or more years of experience working in LAN and WAN operational environments.
• Education: Bachelor’s or associate degree in a technical field or equivalent experience.
• Technical skills: Knowledge of LAN/WAN topologies, OS integration and networking concepts and technologies; Advanced understanding of ticketing, fault management, performance management and configuration management tools; Proficient in Microsoft Office.
• Skills: Skilled in troubleshooting a wide range of technical issues; Prioritization, organizational, collaboration and English communication skills.
• Abilities: Thrives under pressure while making decisions independently.

Preferred qualifications:

• Cisco or Juniper certification or equivalent.
• Experience as an Enterprise Technical Support II or III.
• People management experience.

CRP103 2025-64335 2025

Here, our employees don’t just have jobs, they're building careers. That’s why we offer a comprehensive pay and benefits package that rewards employees for their contributions to our success, supporting all aspects of their well-being 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.

Get to Know Us Charter Communications is known by our Spectrum products and services, including: Spectrum Internet®, TV, Mobile and Voice, Spectrum Networks, Spectrum Business and 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.

Grow Your Career Here We’re committed to growing a workforce that reflects the customers and communities we serve – providing opportunities for employment and advancement to all team members. Spectrum is an Equal Opportunity Employer, including job seekers with disabilities and veterans. Learn about Life at Spectrum.