Fiber Technical Support Specialist

Overview

This Position is for a Fiber Technical Support Specialist with an electric cooperative location in Olive Branch.

Summary : The primary function of this position is to assist Northcentral Connect end-users in resolving technical issues related to internet connectivity, computer operation and VOIP phone services.

Responsibilities

• Perform Level II & III Connect Customer Service and use independent judgement to determine if issues should be referred to Operations or Information Technology departments.
• Work with residential and business subscribers and our installers through a troubleshooting process to rectify problems; identify effective solutions and provide clear explanations to subscribers and employees.
• Provide technical assistance to residential and business customers who experience technical problems with services such as Wi-Fi, streaming services and devices, and basic equipment and service concerns.
• Work with customers by telephone and electronically to isolate and resolve problems with the equipment at a customer location, understanding PC components and functionality.
• Reset and clean used devices to go back in the field.
• Work with subscribers to schedule repair calls and truck rolls for Northcentral Connect. Assist in provisioning ONT's based on customer orders, issues and subsequent changes to service. Create service orders in the system for new connects.
• Receive construction drop information from outside contractors.
• Assist Fiber Services Coordinator with Sales Force responsibilities when needed.
• Use ISPN Net (call center) ticketing system to document / resolve residential / business customer issues.
• Determine portability of existing phone numbers and arranges port or assignment of new and temporary phone service numbers as appropriate, educating customers about the process.
• Ensures all customer data is entered accurately in the UPN system. Coordinates with other internal departments and other employees as needed for maintenance and installation issues, work toward a timely resolution of customer issues, and coordinate with ISPN Net (call center) with escalations of other customer issues.
• Identifies opportunities for process improvements and work with other team members to develop and implement best practices. Continually assess and address all quality of service issues to ensure a continued high level of customer service and satisfaction, working within the guidelines of Northcentral Connect and all departments therein to meet the needs of the customer.
• Work with residential / commercial accounts in the areas of broadband needs for new and existing homes / businesses. Responsible for setting up the business phone and business internet systems and provisioning services according to the project plan provided. Maintain records for commercial accounts, contacts and other pertinent information.
• Non-Essential Functions : Participate in other related activities and special projects as may be required or assigned.

Qualifications

Physical Demands

The employee is regularly asked to sit, use hands to handle or feel, talk and hear. The employee is frequently required to reach with hands and arms, stand, walk, stoop, kneel, crouch or crawl. The employee must frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 25 pounds. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Equal Opportunity Employer M / F / Disability / Veteran

Seniority level

Employment type

Job function

Industries

Location : Collierville, TN

Salary : $75,000.00-$95,000.00

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