Description

You will provide remote technical support and service delivery for internal work groups via calls and chats.

Responsibilities

• Handle incoming calls and chats to resolve service order discrepancies and order fallout.
• Build and maintain copper and fiber inventory across various client service areas.
• Read and interpret job prints to update plant and GPON inventory in LFACS, SWITCH, EMS, CMS, Optius, and ODiN.
• Partner with Field Operations, Network Services Engineering, and Construction teams to resolve complex network issues.
• Act as a subject matter expert regarding facility registration within inventory databases.

Required Skills

• 5+ years of experience in technical support or service delivery roles.
• Experience with Digital Subscriber Line Access Multiplexer (DSLAM) and provisioning systems.
• Proficiency using multiple computer systems including Optius, ODiN, Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Ability to manage copper, fiber, and integrated digital loop inventory.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Proven ability to prioritize multiple tasks under strict deadlines in a metrics-based environment.
• Effective communication skills for probing, questioning, and problem-solving with internal stakeholders.
• Ability to work independently using available training materials and reference documentation.

Preferred Skills

• Knowledge of Quantum Fiber, POTS, Broadband, GPON, G.Fast, and NIC2 systems.

Key Skills

Education

Any Graduate