|Employment Type:||Full Time|
|Description:|| Answers large volume of customer service calls using customer service skills and troubleshooting practices to solve all issues including: no dial tone, transmission issues, voice features, dial-in, dial-out.|
|Duties:||Essential Duties and Responsibilities include the following: (Other duties may be assigned.)|
•Input all information from calls into a trouble ticketing system.
•Work with ILEC, other CLEC’s, customers, vendors, and internal departments to ensure service is restored in an expedient and satisfactory manner for all parties concerned
•Provide technical and administrative assistance to field technicians and other interrelated departments.
•Interface with customers and other departments, i.e. customer care, order management, dispatch and the NOC to ensure complete customer satisfaction and timely closure of service requests. Escalate issues with all carriers in resolving commitment dates.
•Utilize exemplary customer interfacing skills during all interactions with customers
•Ensure the customer service experience is completed accurately within company-defined time constraints and/or service level agreements (SLA). This includes the testing of ILEC facilities for the purpose of timely trouble isolation
•Contact customer daily on every ticket worked.
•Identify and isolate troubles to Access and or ILEC facilities in a timely manner.
•Adhere to established Access and ILEC guidelines for trouble reporting and escalation procedures.
•Apply technical expertise to develop, document and implement plans necessary to satisfy both external and internal customer needs.
•Identify items that can be used to further train and develop the skills and knowledge of peers.
•Attend ongoing training as new procedures and equipment are rolled out.
•Follow established job aids pertaining to monitor, testing, repair and maintenance.
•Ensure all services are performed to meet quality and safety objectives.
•Maintain corporate resources, computers and other network components.
•Complete special projects, and reports as directed by Repair Team Manager.
Possess working knowledge, skills and abilities in the following disciplines:
Voice services (to include):
•Analog and digital telephony (i.e. POTS, ISDN, ADSL, T1, etc.)
•Customer phone equipment (Key/PBX systems, single & multi-line phones, single line devices, line-sharing devices, etc)
•Translations and provisioning in MetaSwitch soft switch.
•Use Telnet or GUI interface to troubleshoot voice issues in an existing BLC.
•T1, DS3, loop and metallic testing.
•The physical delivery of analog and digital voice services including connections at the central office and the customer premise. This is also known as “The Last Mile”.
General Repair Services (to include):
•Strong knowledge in how to view Customer Service Records (CSR) and how they relate to the customers’ repair issues.
•Strong knowledge of telephony voice features and how they work. (i.e. Voicemail, CallerID, Call Forwarding, Call Waiting, etc.)
•Working knowledge of certain ILEC systems: CSOTS, Toolbar, Port Power.
•Understanding of NPAC and how it affects particular “Dial-In” issues.
•Possess an in-depth understanding of the various network elements (DSLAM, ATM and voice switches) that are used to provide service to our customers as it is related to service activation and troubleshooting.
•Multitasking is essential. Explaining products, services and initiating trouble reports are the key areas.
•Possess in-depth knowledge of how each piece of Access transport equipment should be connected and the purpose of this connectivity including the customer premise.
•Familiarity with voice switching technology and translations.
•Keep precise notes and records of the conversations pertaining to the customer’s trouble.
•Successful candidate must have excellent oral & written communication skills;
•Maintain high degree of self-motivation and independent decision making and be a self-starter;
•Possess excellent organizational, research and analytical skills with the ability to meet deadlines;
•High degree of proficiency in basic computer applications (i.e. Windows, Word, Excel, Outlook, etc.).
•High School Diploma or equivalent plus a minimum of one to three years' customer service experience in a Telecommunications, Wireless or CLEC environment or an equivalent combination of education and related experience.
•Excellent interpersonal skills with the ability to work well with others.
•Familiarity with standard concepts, practices and procedures Voice, Data, Equipment, Communication protocols and technologies and telephony verbiage
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