About the position
As a Regional Operations Center (ROC) Specialist at Spectrum, you will play a crucial role in ensuring the delivery of internet services to over 32 million customers across the nation. This position requires a dedicated worker with strong technical skills who can adapt to quickly changing environments and work effectively as part of a team. You will be responsible for providing 24/7 incident management for our vast hybrid-fiber coaxial plant network, utilizing national tools and processes to monitor plant performance and ensure optimal service delivery. Your work will directly impact our customers' ability to stay connected, as you will be tasked with dispatching maintenance teams to address outages and identifying impairments in service. In this role, you will thrive in a supportive work environment where open communication and teamwork are paramount. You will have the opportunity to rely on your colleagues and contribute to a fast-paced atmosphere that prioritizes customer satisfaction. By effectively monitoring operating areas and managing incidents, you will strengthen the connection between Spectrum services and our customers, ensuring they receive the high-quality service they expect. The ROC Specialist position offers a pathway for career advancement, with opportunities to progress from ROC Specialist I to ROC Specialist III. Spectrum is committed to investing in your growth, providing thorough training, competitive pay, and a comprehensive benefits package that supports your well-being and career development.
Responsibilities
- Provide 24/7 incident management for the hybrid-fiber coaxial plant network.
- Monitor plant performance to ensure optimal service delivery.
- Dispatch maintenance teams to address outages and service impairments.
- Utilize national tools and processes for effective incident management.
- Collaborate with team members to strengthen service connections and resolve issues.
Requirements
- At least 1 year of cable/telecommunications experience such as Field Operations or Maintenance Tech.
- At least 1 year of experience in Dispatch, Call Center Tier, or help desk support.
- Solid understanding of Hybrid Fiber Coaxial (HFC) network concepts and DOCSIS.
- Ability to troubleshoot basic HFC related issues effectively.
- Strong communication skills and adaptability in a fast-paced environment.
Nice-to-haves
- Two-year degree or certificate in telecommunications or IT emphasis.
- Previous experience in a fast-paced, customer-based environment.
Benefits
- Opportunities for career advancement from ROC Specialist I to ROC Specialist III.
- Comprehensive pay and benefits package.
- Thorough training and salary increases as you progress in your career.
- Competitive starting salary.
