The Day of Job Rep I provides technical support to Field Operation Technicians with service activation and trouble resolution. Responsibilities include supporting provisioning and repair activities, equipment swaps and additions, TPV, port readiness and troubleshooting activities for residential and commercial video, voice and data services.
MAJOR DUTIES AND RESPONSIBILITIES
Provide support to Field Operation Technicians on Day of Job for commercial and residential video, voice and data services.
Perform basic level troubleshooting for all residential and commercial services (e.g. provisioning, switch, and network related issues). Some of these issues may include problems related to porting issues, adding or deleting equipment, reconnecting services, repair modem swaps, routers, fiber, video and other broadband products and services. Provide technical troubleshooting on commercial email, web and DNS services.
Investigate, resolve and escalate when required, on any technical issues that impair the customers service or prevent installation.
Open and track trouble tickets for tool failures, network outages, IP issues, and plant issues for all telephony markets as needed.
Provide support for installation and repair issues that fallout from the IVR and Tech Mobile systems. Investigate and resolve all installation exceptions and update the technician as required.
Successfully log all calls in the call tracker to capture reasons for fallout.
As required, by-pass automation and manually activate voice services.
Monitor and resolve exception tasks related to the CB Order Management or OSM system for all related residential and commercial order activity. Coordinate requests for changes, supplements, suspensions, and disconnects requiring updates to dispatched work order; ensure installation technicians are informed accordingly.
Support activation of additional services (per customer request) in telephone switch and/or network elements and ensure changes are captured by rescheduling the order or setting up a trouble call as needed.
Perform other duties as requested by supervisor.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to maintain confidentiality
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to handle multiple projects and tasks
Ability to use personal computer and software applications , including Internet Explorer, Outlook, MS Word, MS Excel
Knowledge of telephone products and services
Knowledge of Internet products and services
Knowledge of IP network architecture, equipment, and software
High school diploma required
Education in IT, MIS or network solutions or equivalent preferred
Related Work Experience Number of Years
Telecommunication experience 3
Network element provisioning/repair experience 3
Technical call center experience 3
High speed data, video and or telephone experience 3
Call center and office environment
7 day operation (hours will vary)
TSU020 310909 310909BR