Description

You will act as the primary point of contact for the Technician Support Center, managing incoming calls and chats from internal work groups to resolve service and network issues.

Responsibilities

• Handle incoming calls and chats to provide one-contact resolution for internal users.
• Build and maintain copper and fiber inventory across client service areas using LFACS, SWITCH, EMS, CMS, Optius, and ODiN.
• Resolve order fallout and discrepancies within Optius, ODiN, and ARMOR to ensure accurate service order processing.
• Collaborate with Field Operations, Network Services Engineering, and Construction teams via email and phone to resolve complex network issues.
• Work directly with field technicians to assist with installations, repairs, and proper facility registration in databases.

Required Skills

• 5+ years of experience in technical support or provisioning roles.
• Experience working with Quantum Fiber, POTS, Broadband, GPON, G.Fast, and NIC2.
• Proficiency with inventory systems including Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Strong analytical and problem-solving skills to review and correct record discrepancies.
• Ability to read and interpret job prints to build plant and GPON inventory.
• Experience managing complex provisioning for copper, fiber, and integrated digital loop inventory.
• Proven ability to prioritize multiple projects under strict deadlines in a metrics-based environment.
• Strong communication skills, including the ability to probe and ask detailed questions to reach resolution.
• Technical knowledge of Digital Subscriber Line Access Multiplexer (DSLAM).

Key Skills

Education

Any Graduate