Description

You serve as the primary support for field technicians, managing incoming calls and chats to facilitate installations and repairs.

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.

Responsibilities

• Manage incoming calls and chats to support field 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 skills.
• Communicate with technicians regarding terminal serving and cable availability.

Required Skills

• 5+ years of relevant experience.
• Technical knowledge of Quantum Fiber, POTS, Broadband, GPON, and G.Fast.
• Experience with Optius, ODiN, Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Proficiency in multiple computer software systems and web-based applications.
• Ability to resolve customer escalations regarding delayed orders.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Ability to work 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