Job Description:

Enterprise Business Support Specialist

At Cable One and our family of brands, we keep our customers and associates connected to what matters most. For our associates, that means: a thriving and rewarding career, respect for the communities where they live and work, a focus on health and wellness, an excellent work/life balance, and an open and inclusive workplace.

The Enterprise Business Support Specialist I answers calls and resolves subscriber issues for enterprise-level products and services. Using a variety of skills and tools, this position responds to business customers, lower-tier associates, and technical partners in the delivery of technical support. The position consistently meets or exceeds delivery on our promises to be helpful, personal, proactive, and committed by helping our customers stay connected to what matters most.

We are open to hiring remote if we find the right talent in Phoenix, AZ.

What you will do to contribute to the company's success

Takes inbound calls from Sparklight business level customers and responds to inquiries in a professional and courteous manner in line with Sparklight Brand Principles.
Maintains a working knowledge regarding enterprise-level business products, new technology, and software issues in order to thoroughly troubleshoot enterprise-level business customers' technical problems related to internet, video, phone, and other services.
Provides accurate, prompt, and consistent resolution to technical problems by following Standard Operating Guidelines.
Creates, notates, and updates service tickets accurately for all customer and internal support interactions.
a Coaches and mentors lower-tier associates by acting as subject matter expert in support of business services and customers.
Performs customer call-backs as necessary to complete and resolve open service issues.
Acts as liaison between the Business NOC, Local Office, Field Technicians, IP Operations, IP Engineering, Voice Operations, Product Software Support, and other internal teams.
Takes on other duties needed to help drive our Purpose, fulfill our Brand Principles, and abide by our Organization's Values.

Qualifications

• High School Diploma required


• Associate's Degree preferred


• 3 years or more Equivalent experience required

• Minimum of 6 months experience supporting business level customers required


• Experience in a technical support environment preferred


• Knowledge of CCENT, fiber-related products, and various operating systems, such as Windows and Linux preferred


• Must have strong problem-solving abilities, arriving at decisions using analytical thought


• Strong communication skills with the ability to discuss complicated technical topics to a variety of people with differing skill levels required

• Successful completion of Cable One training on voice and remote-desktop software preferred


• Successful completion of Cable One business services training preferred ( CCENT: Overview of Networking , CCENT : IPv6 Configuration , CCENT: Troubleshooting Methodologies , CCENT: Switching Functions , CCENT: Subnetting Practice , CCENT: Port Security , CCENT: OSI Model
  CCENT: TCP/IP Model , CCENT: InterVLAN Routing , CCENT: Static Routing )

Core Competencies

• 
  Committed: Values each and every customer, while working hard to keep their business and support our communities.


• 
  Helpful: Delivers support in the ways that are most useful to our customers and addresses their needs with expertise, respect, and empathy.

• 
  Proactive: Understand what our customers need, and actively works to make their relationship with use seamless, easy, and rewarding.


• 
  Personal: Knows our customers well, and tailors our communications and interactions to address their needs and expectations.

Benefits

Cable One and our family of brands appreciates the role our associates play to help the company grow, and in return an excellent benefits package is offered to our associates to recognize the importance of their contributions, such as:

• Medical, dental, and vision plans - start when you start!


• Life insurance (self, spouse, children)


• Paid time off (vacation, holida y, and personal/sick days)


• Group Legal plan with Identity Theft Protection

Additional Perks

• Tuition reimbursement (up to $5,250 on 1st year)


• Up to seventy-five dollars a month towards cable and internet services


• Annual community support to various organizations across the U.S.


• Associate recognition & awards programs


• Advancement opportunities

• Collaborative work environment

We're an Award-Winning Organization!

• 2022 Forbes' "America's Best Midsized Employers"

Our Commitment

Diversity lies in the communities we serve and among the associates who dedicate themselves to ensure our continued success. Here at Cable One and our family of brands, we believe it is our individual and unique talents, backgrounds and perspectives that, when combined, truly make us an unstoppable force. "Stronger Together" is not just a verbal cue, it is the motto that our associates live by, exemplify, and embody each and every day.

Cable One and our family of brands is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.

Pre-hire Processes

Cable One and our family of brands is committed to keeping our associates and customers safe. Job offers are contingent upon the results of background, drug screening, and reference check. Only after successfully passing these pre-hire clearances are individuals approved for hire and ready to start their successful and rewarding career.

#REMOTE

CABO1