Provide remote technical support to residential customers using diagnostic tools and applications. This also includes making and receiving customer calls, creating and clearing trouble tickets, supporting customer installation, and assisting engineering and provisioning with customer network design and trouble issues.
In a timely manner, handles incoming Residential customer trouble reports. Work trouble reports generated by residential 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 residential customer needs prior to, and after point of, sale.
Provide back-end support of installation, service and maintenance technicians in the field.
Participate in the provisioning process to ensure smooth and complete customer installation and service.
Maintain vital customer subscription information to support quick resolutions.
Conduct remote troubleshooting and resolution using diagnostic tools including but, not limited to ADC Craftworx, Tellabs EMS, Tellabs 5ESS, Meta switch, CMTS, TNCS, SOA, CNAM and PathTrack supporting Video, Voice and Data services.
Provide enhancement recommendations including the following systems: Trouble Ticket System, Order Entry (Stellar) and Facilities/Equipment System (Stellar).
Notify management and other departments of major outages.
Interact directly with customers (internal and external) regarding service interruptions, installation issues and support issues.
Assist in identifying network / systems constraints and work 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.
Provide front end support to Engineering to help isolate and resolve troubles
Take ownership, track and control the trouble to the resolution in a fast pace multi-tasking environment.
Reports to work on time, works in a team environment and maintains a satisfactory attendance record.
Able to work shift hours, weekends and holidays.
Technical/Professional training or knowledge: Must have a thorough working knowledge of at least one service listed. (Telephony, Cable TV, or High-Speed Data). Excellent 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. General computer skills (Windows ), Microsoft Office operating systems
Work experience: Must have at least 1 year of Telco/Cable/Data experience in a combination of at least 2 of the following fields:
Analog/digital video installation / troubleshooting
Data installation / troubleshooting
Voice installation / troubleshooting
Network Operations Center functions
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 is just what its name implies. The rural local exchange carrier (RLEC) encompasses operations based in Illinois,...