Description

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

Responsibilities

• Handle incoming calls and chats to ensure one-contact resolution for internal users and field technicians.
• Build and maintain copper and fiber inventory across service areas by interpreting job prints.
• Resolve order fallout and discrepancies within Optius, ODiN, and ARMOR to ensure accurate processing.
• Collaborate with Field Operations, Network Services Engineering, and Construction teams via email and phone to resolve complex network issues.
• Manage inventory databases for outside plant, including GPON, POTS, Broadband, and G.Fast assignments.

Required Skills

• 5+ years of experience in technical support or provisioning environments.
• Proficiency in troubleshooting Gigabit-Capable Passive Optical Network (GPON) and integrated digital loop inventory.
• Experience working with inventory systems such as Calix, Adtran, Poll DSLAM, IMPROV, and QMate.
• Ability to read and interpret job prints for LFACS, SWITCH, EMS, CMS, and Optius/ODiN systems.
• Strong analytical skills to review, correct, and resolve record discrepancies.
• Effective communication skills for probing, questioning, and problem-solving.
• Ability to manage multiple tasks and prioritize work under strict deadlines in a metrics-based environment.
• Competency in using various computer software, web-based applications, and multiple window screens simultaneously.

Key Skills

Education

Any Graduate