Description

You resolve service and network issues for internal users as the primary point of contact for the Technician Support Center.

This role is remote.

Responsibilities

• Manage incoming calls and chats to achieve one-contact resolution for internal work groups.
• 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 to resolve complex network issues.
• Work directly with field technicians to assist with installations, repairs, and proper facility registration.

Required Skills

• 5+ years of experience in technical support or provisioning roles.
• Experience with Quantum Fiber, POTS, Broadband, GPON, G.Fast, and NIC2.
• Proficiency with inventory systems including Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• 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.
• Technical knowledge of Digital Subscriber Line Access Multiplexer (DSLAM).
• Strong analytical and problem-solving skills to review and correct record discrepancies.
• Proven ability to prioritize multiple projects under strict deadlines in a metrics-based environment.

Preferred Skills

• Strong communication skills, including the ability to probe and ask detailed questions to reach resolution.

Key Skills

Education

Any Graduate