Associate Triage Analyst

Are you an analytic thinker with a drive to help resolve problems for customers? Do you value collaboration, transparency, and problem-solving? Can you research the root cause of an issue and work across teams to find a solution? If so, you can thrive on the Triage team at Spectrum.

At Spectrum, we keep our customers connected across a 41-state footprint. Our Triage team works to solve customer challenges through a relentless focus on the customer experience. We work to understand why customers call us and how we can prevent those calls in the future. We provide the contextual view of data and analysis needed to deliver the exceptional services and experiences Spectrum is known for.

BE PART OF THE CONNECTION

As an Assoc Triage Analyst you'll resolve complex customer service issues regarding account, billing and technical support inquiries, while also acting as a subject matter expert and resource to our internal and external business partners. You will use data sources and customer interactions to assess trends and assist in developing actionable insights and recommendations. As an example, you will utilize telemetry and a deep understanding of Field Operations and fix agents (field techs, maintenance techs, Construction teams) to identify and recommend next steps to resolve customer issue and engage those teams for repairs or further action. You'll use your understanding of an organization's structure, policies, and operations to improve general business processes and planning. This will include finding root cause issues for our customer in the business (Field, Customer Service, Billing) and driving teams to accountability through collaboration and support.

WHAT OUR ASSOC TRIAGE ANALYSTS ENJOY MOST

• Resolving complex customer service issues and ensuring the Customer Commitment
• Addressing escalated issues and researching complex customer concerns
• Analyze data sources and customer interactions to assess trends and assist in developing actionable insights and recommendations
• Advocate for customers, provide subject matter expert support for all functional teams as they pursue resolution of customer issues.
• Recommending use of new technology or existing technology alternatives to solve problems or make improvements

In this role you'll work individually and within a team in a dynamic office environment. You'll excel if you can collaborate cross-functionally, adapt to change, and handle multiple projects and priorities simultaneously. You'll develop skills that are transferable to other areas of Spectrum for a meaningful, long-term career.

WHAT YOU'LL BRING TO SPECTRUM

Required Qualifications

• Experience:
  
  • Customer Service in a Repair or Billing area: 0-1
  • Previous Call Center customer service experience: 0-1
  • Previous Technical Support or Field Operations experience: 0-1
• Education:
  
  • Bachelor's degree in business or related field or equivalent combination of education and experience
• Technical skills:
  
  • Comprehensive knowledge of software applications such as Word, Excel, PowerPoint, etc.
• Abilities:
  
  • Quickly identify business problems & opportunities
  • Prioritize & organize effectively
  • Analyze & interpret data
  • Communicate clearly both orally and in writing

Preferred Qualifications

• Experience:
  
  • Previous customer service experience
  • Previous Field Operations experience in Field Service, Maintenance, or Construction preferred Demonstrated understanding of Plant telemetry tools (ex. Lighthouse, PRISM, Scope)

SPECTRUM CONNECTS YOU TO MORE

• Dynamic Growth: The growth of our industry and evolving technology powers our employees' careers as they move up or around the company
• Learning Culture: We invest in your learning, and provide paid training and coaching to help you succeed
• Supportive Teams: Be part of a strong community that gives you opportunities to network and grow, and wants to see you succeed

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