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

The Spectrum Mobile Customer Service Representative Tier 3 serves as internal and external interface for handling and resolving difficult and complex mobile related fulfillment, shipping, billing, and troubleshooting – both device and service – scenarios. The successful Spectrum Mobile Tier 3 Representative will have an in-depth knowledge of the Company’s Mobile offerings, technical requirements, device features and functionality, network capability, and billing information.  The Spectrum Mobile Tier 3 Representative will provide high level technical support in a manner consistent with Charter’s policies, procedures and quality standards. Tier 3 Agents work independently with minimal supervision.

Provide enhanced technical support for customers on the more complex device, billing or service issues. Serve as the primary liaison between customer service and various back side departments as well as Spectrum Mobile supplier, service and network vendorsPossess knowledge of all front line agent training content, processes and practices covering billing, device features and functionality, and service troubleshootingMonitor and track all Tier 3 ticket submissions, resolutions and response timeInteract with Tier 1 specialists and resolve escalated problems. Work with management team on more critical issues when necessaryCommunicate systemic device, feature or service problems, as appropriate, to managementWorks with upper management to streamline troubleshooting processes as well as create and maintain appropriate troubleshooting proceduresAccurately document customer account records based on actions takenDemonstrates accountability by following through on all necessary ticket/event touch points with appropriate sense of urgency Manage internal and external contacts professionally and efficientlyFulfill work schedules as requiredAbility to perform other duties and/or projects as assigned

REQUIRED QUALIFICATIONS

Skills/Abilities and Knowledge

Expanded knowledge of, and ability to troubleshoot, Spectrum Mobile devices, features, and servicesKnowledge of Spectrum Mobile offers and billing systemExcellent verbal and written communication skills, and ability to interact with front line agents, call center leadership, internal technical (Tier 4) departments, and external vendorsComplex problem solving skillsStrong follow-up skills, accuracy and attention to detailExcellent customer service skills, including positive phone demeanorWorks various schedules including holidaysProficiency with PCs, Microsoft Office Suite and general intranet navigationAbility to analyze and resolve difficult problems and arrive at logical solutions efficiently.Ability to troubleshoot multiple technical operational problems concurrentlyA basic understanding of Mobile network structure and functionality

Education

High school diploma or equivalent; some college or technical training preferred

PREFERRED QUALIFICATIONS

Skills/Abilities and Knowledge

Ability to effectively diagnose mobile device, feature or service malfunctionsAbility to communicate findings and potential causation to other representatives or leaders

Related Work Experience

Experience working in mobile or telecommunications call center or previous tier 2/3 technical supportPrevious customer service representative experiencePrevious IT or technical support/troubleshooting experience

WORKING CONDITIONS

Normal office conditionsMust be available for the following shifts:

11:00 am – 8:00 pm OFF Sun/Mon

1:00 pm – 10:00 pm OFF Fri/Sat

COP176 2026-69040 2026

Here, employees don’t just have jobs, they build careers. That’s why we believe in offering a comprehensive pay and benefits package that rewards employees for their contributions to our success, supports all aspects of their well-being, and delivers real value 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 provides superior communication and entertainment products for residential and business customers through the Spectrum brand. Our offerings include Spectrum Internet®, TV, Mobile and Voice. Beyond our connectivity solutions, we also provide local news, programming and regional sports via Spectrum Networks and multiscreen advertising solutions via 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.

Who You Are Matters Here We’re committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. EOE, including disability/vets. Learn about our inclusive culture.
FCC Unit: 13535 Business Unit: Customer Operations Zip Code: 64133

Who You Are Matters Here

We're committed to growing a workforce that reflects our communities, and providing equal opportunities for employment and advancement. Learn about our inclusive culture.