About Company
Spectrum Hawaii, part of Charter Communications, is a leading broadband connectivity company and cable operator serving more than 32 million customers in 41 states. In Hawaii, we are dedicated to connecting communities and empowering individuals through a suite of advanced services including Internet, TV, Mobile, and Voice. Our commitment extends beyond providing essential services; we are deeply invested in the growth and well-being of our employees and the local communities we serve. At Spectrum, innovation drives our future, and our culture values diversity, inclusion, and continuous learning. Join a team where your contributions make a tangible difference, helping us deliver exceptional service and support to our valued customers across the islands. We pride ourselves on fostering a dynamic work environment where challenges are met with creativity and collaboration.
Job Description
Are you a tech-savvy problem-solver with a passion for helping people? Do you thrive in a dynamic, remote work environment where you can make a tangible impact from the comfort of your home in Kaneohe, Hawaii? Spectrum Hawaii (Charter Communications) is seeking a dedicated and enthusiastic Technical Support Officer to join our remote team. In this critical role, you will be the first point of contact for our customers, providing essential technical assistance for their Internet, TV, and Voice services. This isn’t just about fixing issues; it’s about building relationships, understanding customer needs, and delivering solutions with empathy and expertise.
As a Remote Technical Support Officer, you will diagnose and resolve a wide range of technical problems, guiding customers through troubleshooting steps with patience and clarity. Your day-to-day will involve using a variety of diagnostic tools, accessing customer accounts, and documenting interactions meticulously. You’ll be empowered to escalate complex issues to higher-tier support teams when necessary, ensuring a seamless resolution path for our customers. We are looking for someone who is not only technically proficient but also possesses exceptional communication skills, capable of translating complex technical jargon into easily understandable language for diverse audiences.
This fully remote position offers the flexibility of working from your home in Kaneohe, Hawaii, while being an integral part of our vibrant Spectrum Hawaii team. We provide comprehensive training and ongoing support to ensure you have all the resources needed to succeed. If you’re passionate about technology, committed to customer satisfaction, and eager to grow your career with a leading telecommunications company, we encourage you to apply. This role offers an incredible opportunity to shape the customer experience, directly contributing to our mission of connecting and serving the communities of Hawaii. Join us and become a pivotal part of a team that keeps Hawaii connected. Your expertise will help our customers navigate their digital world with confidence, ensuring they get the most out of their Spectrum services.
Key Responsibilities
- Provide first-line technical support for Internet, TV, and Voice services via phone, chat, and email.
- Diagnose and resolve technical issues, guiding customers through troubleshooting steps.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Educate customers on product features, services, and self-help options.
- Escalate complex or unresolved issues to appropriate internal teams for further assistance.
- Maintain a high level of customer satisfaction through professional and empathetic communication.
- Stay current with product and service updates, as well as new technologies.
- Adhere to company policies and procedures, including data privacy and security protocols.
Required Skills
- Minimum 2 years of experience in a technical support or customer service role, preferably in telecommunications.
- Strong understanding of Internet, Wi-Fi, TV, and Voice services and troubleshooting.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Proficiency in using CRM software and diagnostic tools.
- Demonstrated problem-solving abilities and critical thinking skills.
- Ability to work independently in a remote environment with strong self-motivation.
- High school diploma or GED equivalent.
Preferred Qualifications
- Associate’s or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Relevant certifications (e.g., CompTIA A+, Network+).
- Experience with remote desktop support tools.
- Previous experience working for an ISP or telecommunications provider.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision insurance.
- Paid Time Off (PTO) and paid holidays.
- 401(k) with company match.
- Complimentary and discounted Spectrum services.
- Tuition reimbursement and professional development programs.
- Life insurance and disability benefits.
- Employee assistance program.
- Work-from-home equipment and stipend for remote roles.
How to Apply
To apply for this exciting remote opportunity, please click on the application link below. We encourage you to submit your resume and cover letter detailing your relevant experience and why you are a great fit for Spectrum Hawaii. We look forward to reviewing your application!