Description

You act as the primary point of contact for the Technician Support Center, managing incoming calls and chats to facilitate field installations and repairs.

Responsibilities

• Handle incoming calls and chats from internal work groups to support field technicians with installations and repairs.
• Resolve service order discrepancies and process delayed orders using ARMOR.
• Manage Quantum Fiber order fallout within Optius and ODiN.
• Investigate and resolve record discrepancies using analytical problem-solving skills.
• Communicate with technicians to determine terminal serving and availability of cable, pair, and miscellaneous assignments.

Required Skills

• 5+ years of relevant experience.
• Technical knowledge of Quantum Fiber, POTS, Broadband, GPON, and G.Fast.
• Experience working with Optius, ODiN, Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Proficiency in utilizing multiple computer software systems, web-based applications, and email.
• Ability to resolve customer escalations regarding delayed order conditions.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Experience working independently with minimal supervision.
• Ability to prioritize multiple projects under strict deadlines in a metrics-based environment.

Preferred Skills

• Any Graduate degree.

Key Skills

Education

Any Graduate