Triage Analyst

Seeking a role where your expertise can resolve complex customer issues and drive improvements? As a Triage Analyst at Spectrum, you'll support internal and external partners by handling escalated inquiries, researching solutions to technical challenges, and offering actionable recommendations. You'll bridge business needs with operational excellence, ensuring every customer interaction leads to meaningful results.

This position is in an office environment with a hybrid work schedule. Eligible employees can work from home up to one day each week.

How You'll Make an Impact

• Analyze business operations and collaborate with stakeholders to recommend solutions aligned with organizational goals
• Research and resolve complex customer service issues and monitor resolution across multiple lines of business
• Assess customer interactions and data sources to identify trends and develop actionable insights for management
• Create reports, charts and presentations to propose new strategies for business improvement
• Prioritize tasks and monitor workflow to ensure timely resolution and customer satisfaction
• Provide updates on service-impacting events and advocate for customers by offering subject matter expertise across functional teams
• Respond to customer inquiries via phone, email and support portal, meeting high standards for quality and productivity

What You'll Bring to Spectrum
Required Qualifications
Education

• Bachelor's degree in business or related field or equivalent combination of education and experience

Experience

• 3+ years customer service experience in a repair or billing area
• 3+ years previous call center customer service experience
• 3+ years technical support or field operations experience
• Supervisor level or above role in call center or field operations department

Skills

• Prioritize and organize effectively while handling multiple projects and competing priorities
• Capacity to work independently and in team settings
• Strong customer focus and commitment to service excellence
• Quick identification of business problems and opportunities
• Clear and effective verbal and written communication skills with all levels of management
• Proficiency in software applications such as Word and Excel
• Ability to build rapport via phone and email
• Identification of process efficiencies for continuous improvement
• Timely and effective follow-up
• Strategic and critical thinking skills

Preferred Qualifications
Experience

• Previous customer service experience in a business-to-business environment
• Previous field operations experience in field service, maintenance or constructio

Skills

• Understanding of plant telemetry tools such as Lighthouse, PRISM and Scope