SBS Customer Support/Field Technician

Spokane Tribe•WELLPINIT, WA

11d•Onsite

About The Position

The Sp’q’n’i? Broadband Services (SBS) Customer Support Field Technician is a position to learn and perform customer premise equipment (CPE) installations, service visits, troubleshooting technology, backend customer service operator and recovery of CPE. Work is performed primarily on site at customer locations. Field Technicians work both independently and in concert with the NoaNet Network Operations Center (NOC) to meet customer needs. Most work is carried out on an order/project basis with tight deadlines and well-defined milestones for delivering project objectives. The ideal candidate will possess a wide range of skill sets typically found in a small startup environment such as teamwork, adaptability, accountability, solution seeking and a desire to grow with the organization.

Requirements

High School Diploma or GED.
Related work experience in construction
Must have a valid driver's license

Responsibilities

Perform site surveys for potential customers to evaluate serviceability.
Perform first-level customer support to troubleshoot connection issues over the phone and work with broadband staff to schedule service calls as needed.
Diagnose customer problems at service calls and restore functional service to existing customers.
Perform customer support with setup of external customer devices including computer/laptop, phone, streaming television provider, etc.
Keep records of customer interactions, transactions, comments and concerns.
Install new customers with internet service, which includes mounting equipment at roof height, running ethernet cable from outside to the customer’s choice inside, ensuring quality workmanship.
Configure routers to enable customer access to internet services.
Perform equipment upgrades for existing customers.
Interaction with broadband staff on completed work orders for new, disconnects or changes to existing services to ensure timely and accurate billing for types of services rendered.
Complete documentation and utilize software to plan daily schedule, complete jobs, document customer interactions and troubleshoot with customers.
Maintain assigned tools, including vehicles, and monitor inventory & equipment levels to ensure work readiness.
Maintain communication with broadband staff while in the field, when available.
Available for on-call support 24/7/365 (excluding scheduled time off).
Advise management of new telecommunication billing developments and provide recommendations to ensure cost effective services that adopt emerging industry best practices.
Perform routine maintenance checks on all of the wireless broadband tower equipment.
Become familiar with the work site drone and utilize it for a variety of projects.
Daily travel to customer job sites.
Provide on-call emergency service as needed.
Attends training as needed.
Performs other duties as assigned.