Description

You serve as the primary contact for the Technician Support Center, resolving service delivery issues for internal work groups via calls and chats.

Responsibilities

• Manage incoming calls and chats to achieve one-contact resolution for internal users.
• Resolve order fallout and discrepancies within Optius, ODiN, and ARMOR to ensure accurate processing.
• Build and maintain copper and fiber inventory across client service areas using LFACS, SWITCH, EMS, and CMS.
• Interpret job prints to build plant and GPON inventory into various provisioning systems.
• Collaborate with Field Operations, Network Services Engineering, and Construction to resolve complex network issues.

Required Skills

• 5+ years of experience in a technical support or help desk environment.
• Proficiency with provisioning and repair system workflows.
• Experience working with Adtran and various software systems across multiple windows.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Ability to prioritize multiple projects and meet strict deadlines in a metrics-based environment.
• Effective communication skills, including probing and asking detailed questions to reach resolution.
• Proven problem-solving capabilities regarding complex or multifaceted service issues.
• Ability to work independently using available training materials and reference documents.

Preferred Skills

• Experience managing inventory databases for outside plant.

Key Skills

Education

Any Graduate