The role of a Centralized Business Repair Technician is to address all technical support customer inquiries by understanding the customer's needs and offering appropriate solutions. The Technician will provide over the phone technical support and customer service to our business customers throughout our service area. In particular primary job functions include but are not limited to receiving customer calls, creating and clearing trouble tickets, supporting customer installation, and assisting engineering and provisioning with customer network design.
In a timely manner, handles incoming Business customer trouble reports. Work trouble reports generated by business customer call-ins and/or created from alarm notifications.
Assist in developing processes and procedures regarding proper diagnostic and resolution of network alarms, customer troubles and support functions.
Help engineer solutions for business customer needs prior to, and after point of, sale.
Provide back-end support of installation technicians in the field.
Participate in the provisioning process to ensure smooth and complete customer cut-over.
Maintain vital customer subscription information to support quick resolutions.
Create script configurations for customer premise equipment.
Rotating weekly on-call responsibilities.
Provide enhancement recommendations including the following systems: Trouble Ticket System, Order Entry (Stellar) and Facilities/Equipment System (Stellar).
Escalate issues with vendors and local exchange carriers (LECs) to resolve service interruptions.
Notify management and other departments of major outages.
Interact directly with customers (internal and external) regarding service interruptions, installation issues and support issues.
Conduct remote diagnostic of customer problems.
Assist in identifying network / systems constraints with Engineering and Operations departments to coordinate resolution.
Analyze network and individual customer trouble reports finding resolution and dispatch or escalate those problems which cannot be resolved remotely or within the department.
Take ownership, track and control the trouble to the resolution in a fast pace multi-tasking environment.
Circuit design engineering and coordination for private line, carrier, and switched networks.
Reports to work on time and maintains a satisfactory attendance record.
Technical/Professional training or knowledge: Knowledge of optronics and switching (theory, operations, and maintenance). Excellent leadership and communication skills, customer service skill. Self motivated and possess strong teaming and interpersonal skills. Attention to detail. Able to work well within a team environment
Work experience: Must have at least 2 years of Telco/Cable/Data experience in a combination of at least 5 of the following fields:
Voice over IP
Analog/digital transmission testing
Knowledge of DS3/DS1 technologies
Network Operations Center functions
Experience working in the 5Ess and/or MetaSwitch
Additional Skills: (would like to have but not required)
Experience in a Help Desk environment supporting a large number of users
A+, MCSE, CCNA certifications are an asset
Working knowledge of UNIX/Linux systems
License required: None
General education or equivalent: High school diploma. College degree or equivalent work experience in telecommunications desired.
Physical Demands: Physical demands are minimal and consistent with the performance of routine clerical duties in an office setting. Most of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Limited physical activity is required to file, maintain office supplies and materials and maintain office equipment. May be required to work off shift hours, weekends and holidays.
Consolidated Communications - 12 months ago
Consolidated Communications is just what its name implies. The rural local exchange carrier (RLEC) encompasses operations based in Illinois,...