Broadband Service Technician

Astound Broadband • Austin, TX

3d • Onsite

About The Position

A Day in the Life of the Broadband Service Technician: Perform residential install, service/repair, and disconnects (data, video, phone) on customer premises according to organizational standards and specs. Assist supervisors and technicians with escalations and specialized work orders, providing technical expertise either onsite or post install/trouble-call to technicians who experienced unique technical obstacles. Perform additional preventative maintenance measures as directed by Technical Operations Leadership in conjunction with Broadband Network Technicians (will vary by region/market). Participate in emergency restoration as directed by Technical Operations Leadership in conjunction with Broadband Network Technicians (will vary by region/market). Provide a positive customer experience by ensuring/recording correct RF and signal levels within specifications before completion, thereby reducing the possibility of repeat phone calls and truck rolls due to errors. Maintain appropriate levels of communication with leadership and dispatch, ensuring a highly productive route while sustaining performance metrics, safety and time management. Provide customer education in the form of subject-matter expertise, focusing on both new/existing products and services, along with potential upsell opportunities on products and services that may increase customer satisfaction. Operate company vehicle in safe and responsible manner. Participation in a 24/7 on-call rotation. Other duties as assigned.

Requirements

• High school diploma or equivalent
• 6+ months satisfactory metrics OR 2-3 years as a telecommunications technician
• Maintain satisfactory driving record and have a valid driver's license
• Ability to differentiate and effectively communicate to customers advanced phone/IP
• Knowledge of Ladder; Hand or Power Tools
• Customer Service Communication (verbal, written)
• Basic Computer Skills
• Aptitude to learn to skills
• Problem solving
• Time Management
• Teamwork
• Working independently

Responsibilities

• Perform residential install, service/repair, and disconnects (data, video, phone) on customer premises according to organizational standards and specs
• Assist supervisors and technicians with escalations and specialized work orders, providing technical expertise either onsite or post install/trouble-call to technicians who experienced unique technical obstacles
• Perform additional preventative maintenance measures as directed by Technical Operations Leadership in conjunction with Broadband Network Technicians
• Participate in emergency restoration as directed by Technical Operations Leadership in conjunction with Broadband Network Technicians
• Provide a positive customer experience by ensuring/recording correct RF and signal levels within specifications before completion, thereby reducing the possibility of repeat phone calls and truck rolls due to errors
• Maintain appropriate levels of communication with leadership and dispatch, ensuring a highly productive route while sustaining performance metrics, safety and time management
• Provide customer education in the form of subject-matter expertise, focusing on both new/existing products and services, along with potential upsell opportunities on products and services that may increase customer satisfaction
• Operate company vehicle in safe and responsible manner
• Participation in a 24/7 on-call rotation
• Other duties as assigned

Benefits

• 401k retirement plan, with employer match
• Insurance options including: medical, dental, vision, life and STD insurance
• Paid Time Off/Vacation: Starting at 80 hours per year, and increases based on tenure with the organization
• Floating Holiday: 40 hours per year
• Paid Holidays: 7 days per year
• Paid Sick Leave: Astound allows a number of paid sick hours per calendar year and varies based on state and/or local laws
• Tuition reimbursement program
• Employee discount program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED