Fiber Business Technician I, II, or III

Oklahoma Electric Cooperative•Norman, OK

1d•Onsite

About The Position

OEC Fiber, located in Norman, OK, is taking high-speed fiber services where no one else will. Powered by Oklahoma Electric Cooperative, OEC Fiber brings the power of high-speed fiber services right to the front door of homes and business. We are proud to provide affordable and reliable high-speed fiber services coupled with some of the most exceptional customer service in the area. We offer competitive pay, an excellent benefits package including medical, vision, and dental insurance, retirement options, as well as paid vacation and sick leave. We are currently accepting applications for a Fiber Business Technician/Business Sales Technician I, II, or III. This position could be filled at the I, II, or III level based on the applicant’s education and experience. This is a full-time position located out of our headquarters in Norman, OK. This position will typically work a Monday - Friday schedule, with occasional work outside of normal business hours for emergency or scheduled projects. The Fiber Business Technician/Business Sales Technician is responsible for providing technical expertise during and after the sale of OEC Fiber products and services to business subscribers. This position works closely with the Fiber Sales team and meets with prospective subscribers on-site to determine the best way to construct and install fiber services, including equipment needs. They work closely with the business and offer suggestions for additional upgrades on the subscriber’s side and needs for further IT consultation. This position also educates and trains subscribers in the capabilities and operation of OEC Fiber products, services, and equipment. The Fiber Business Technician/Business Sales Technician also provisions equipment, ports telephone numbers, and provides technical support and troubleshooting. The position may also be responsible for special projects, as requested.

Requirements

Valid Driver's License
Customer service experience
Strong verbal and writing skills
Working knowledge of Microsoft Office applications
Intermediate computer knowledge
Skill in: identifying complex problems, developing options, and implementing solutions; using logic and reasoning to identify strengths and weaknesses of alternative solutions; analyzing needs to create a design; time management
Ability to: arrange things in a certain order or pattern according to standards; listen, understand, read, and communicate information verbally and in writing
Qualities of: attention to detail; thoroughness in completing tasks; being pleasant with others; guiding oneself with little or no supervision; willingness to take on responsibilities and challenges; openness to change and variety in the workplace being reliable, responsible, and dependable; honest and ethical; having a calm demeanor and dealing effectively with high stress situations

Nice To Haves

Fiber or telecom construction experience
Basic knowledge of fiber products and services
Basic knowledge of internet/WiFi, phone, TV, and related equipment/devices and technologies
Experience deploying complex networking solutions
Advanced knowledge of fiber products and services
Advanced knowledge of internet/WiFi, phone, TV, and related equipment/devices and technologies
CompTIA A+ or related certifications preferred

Responsibilities

Works closely with subscribers and strives to provide service in a prompt, courteous, subscriber-focused manner.
Works closely with the Sales & Business Developers on discovery meetings.
Analyzes subscriber needs and develops plan to best utilize OEC Fiber products and services.
Prepares and delivers technical presentations and demonstrations to prospective subscribers.
Converses with business subscribers to determine placement of fiber equipment.
Advises subscribers of their responsibilities to establish service, such as Aid to Construction payments and prepping the site.
Obtains landowner permission to access property, rights-of-way, and easements when necessary.
Creates service agreement contract when necessary and communicates any changes and additions to the Business Development Coordinator.
Conducts site visits to plan for fiber construction and installation.
Takes images of property, the drop route, and fiber equipment.
Uses images to draw and map out the route for the drop.
Provides images to OEC Fiber contractors, Construction team, and Sales team.
Coordinates with subscriber to ensure site is prepared for fiber installation.
Coordinates and schedules business installs, communicating and working closely with the Manager of Fiber Construction.
May prepare ONTs for provisioning for installers, as necessary.
May measure and create quotes for cat-6 ethernet runs for interior and exterior runs.
Supports business subscribers to ensure full use of OEC Fiber products and services.
Provides training and assistance for subscribers on features of software, hardware, and operating systems.
Introduces subscribers to our local IT partners for further consultation, as needed.
May monitor subscriber bandwidth usage and recommends upgrades to Sales & Business Developers.
Obtains Letter of Agency and Bills from business subscribers.
May facilitate the Local Number Portability (LNP) process for business subscribers.
Collects and organizes the necessary paperwork to submit telephone numbers for porting to OEC Fiber network.
Submits the LNP request to the previous provider.
Ports telephone numbers to OEC Fiber network, working closing with install team to ensure work is complete and numbers are properly assigned.
May process and prepare VoIP phone deployment to include returned phone equipment.
Maintains phone inventory and workstation return process.
Provides Level 1 and 2 support to business subscribers regarding issues related to services offered by OEC Fiber, including but not limited to: basic troubleshooting, equipment issues, installation and configuration support, user account resets.
Collects information and analyzes the problem.
Documents troubleshooting process and the resolution of problem.
Uses appropriate judgement in determining when to escalate requests to next support level, including traveling to the site and troubleshooting, or scheduling appointment for Fiber Optic Technician.
May lead and execute special projects or assignments as requested.
Continually maintains working knowledge of all OEC Fiber products, services, and capability of systems.
Creates and assigns service orders, following up as needed to ensure prompt, efficient service.
Works closely with telephone provider to provision equipment, port telephone numbers, troubleshoot issues, and ensure best use of services.
Participates in educational opportunities to stay informed about developments in technology that may aid in the function of the department and the Cooperative.
Collaborates with others in the department and Cooperative in other duties as needed, actively participating in meetings, conference calls, and other means of communication.