Fiber Technical Support Specialist

Northcentral Electric Cooperative•Olive Branch, MS

1d•Onsite

About The Position

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. This role involves performing level II & III Connect Customer Service and using independent judgment to determine if issues need to be referred to Operations or Information Technology departments. The specialist will work with residential/business subscribers and installers through a troubleshooting process to rectify problems, identify effective solutions, and offer clear explanations. They will provide technical assistance to customers experiencing problems with services such as Wi-Fi, streaming services and devices, and basic equipment. The role includes working with customers by telephone and electronically to isolate and resolve problems with equipment at customer locations, understanding PC components and functionality, and resetting/cleaning used devices. The specialist will also work with subscribers to schedule repair calls and truck rolls, assist in provisioning ONTs, create service orders, and receive construction drop information. Additionally, they will assist with Sales Force responsibilities, use the ISPN Net ticketing system, determine phone number portability, and ensure accurate customer data entry. Coordination with other internal departments and employees is crucial for timely resolution of customer issues, and the specialist will identify opportunities for process improvements and implement best practices. Continuous assessment and addressing of quality of service issues are expected to maintain a high level of customer service and satisfaction. The role also involves working with residential/commercial accounts regarding broadband needs and setting up business phone and internet systems, maintaining records for commercial accounts.

Requirements

Must have High School Diploma or G.E.D Certificate.
Ability to timely identify issues, test, troubleshoot, service and repair end user devices, software, operating systems, Fiber and VOIP.
Must have very strong telecommunication skills, must be able to balance multiple, complex and time sensitive duties all at the same time.
Must have understanding of communication networking components such as routers, LAN topology, Ethernet and Network Interface cards, as well as a working knowledge of PC hardware/software functionality.
Experience with phone programming which includes setting Auto Attendants, Hunt Groups, phone button programming (like speed dial, BLF, one touch transfer, etc., Contact Centers.)
Experience with Hosted/Cloud based VOIP services.
Basic knowledge of networking, POE switch’s and QOS.
Must develop knowledge of programs and services offered by Northcentral Connect, Calix experience preferred.
Must be able to handle the public in a courteous and effective manner and have experience with challenging interpersonal situations using flexibility to create positive outcomes for the customer.
Must be able to communicate effectively both orally and in writing.
Must interact effectively with other team members.
Must be able to work effectively in highly stressful situations, multitask, and have excellent organizational skills.
Proficiency in the use of personal computers and Microsoft Windows applications, Android and/or Apple tablet (iPad) and related devices.
Expects change both internal and external and adapt positively.
Must be able to sit at a workstation for extended periods of time while working at computer terminal assisting internal and external customers.
Must possess valid driver’s license.

Nice To Haves

6+ years work experience in the telecommunications industry providing technical support is preferred.
Calix experience preferred.

Responsibilities

Perform level II & III Connect Customer Service and use independent judgement to determine if issues need to be referred to Operations or Information Technology departments.
Work with residential/business subscribers and our installers through a troubleshooting process and working together to rectify problems.
Identify effective solutions and offering clear explanations to subscribers and employees.
Provides technical assistance to residential/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/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.
Determines 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.
Participate in other related activities and special projects as may be required or assigned.