Technical Provisioning Specialist Dispatch (Internal Hire Only)

GTA • Tamuning, GU

13d

About The Position

As the Technical Provisioning Specialist Dispatch, you will provide critical installation and repair support to various Support teams and GTA customers. You will be responsible for preserving and safeguarding facility data records as well as for technical and provisioning support through expert triage and troubleshooting relevant to installation and repair for our customers. You will be the subject matter expert in all aspects of service and repair business services.
Monitor the progress of customer orders and tickets, and escalates, as required, to appropriate levels of management within necessary department(s), to ensure the timely delivery of services and customer satisfaction.
Coordinate with other departments in a collaborative effort to support the customer.
Conduct daily follow-up of repair and installation in order to resolve any immediate post install issues as well as ensure customer satisfaction.
You will need to have well-developed troubleshooting, critical thinking, effective listening and communication skills
Consistently preserve and safeguard facility and plant records, link circuit information, and work orders through provisioning
Obtain and enter information to complete fields for Service Orders and Trouble Tickets, provision and send to billing

Requirements

• High School Diploma or GED
• Minimum two (2) years experience in service delivery processing
• Strong customer service focus
• Proven understanding of technologies utilized in the support of service delivery
• Strong understanding of methodologies related to distance, connection, and configuration including cable management. Including ISP related technologies including data delivery access methods
• Understands the installation and repair process related to our company residential and business service
• Well-developed troubleshooting, critical thinking, effective listening and communication skills
• Ability to Promote Company Culture – Promotes a culture and mission to all employees, vendors, clients, and business partners
• Technical Skills – Possess an understanding of technologies used in service delivery; constantly strives to increase technical knowledge through training tools and research
• Oral Presentation Skills – Comfortable with delivering briefings and reports to colleagues, conduct training sessions, and any other tasks related to speaking in front of an audience
• Strong Organizational Skills – Ability to prioritize and plan work activities, uses time efficiently, organizes or schedules other people and their tasks, in a fast-paced environment; must be detail-oriented and accurate in work
• Reliability and Punctuality – Consistently at work and on time for scheduled shift and department or customer scheduled meetings. Ensures work responsibilities are covered when absent.
• Analytical Thinking and Decision-Making – Makes sound, well informed, fact-based decisions and seeks guidance when needed.

Responsibilities

• Monitor the progress of customer orders and tickets, and escalates, as required, to appropriate levels of management within necessary department(s), to ensure the timely delivery of services and customer satisfaction.
• Coordinate with other departments in a collaborative effort to support the customer.
• Conduct daily follow-up of repair and installation in order to resolve any immediate post install issues as well as ensure customer satisfaction.
• Consistently preserve and safeguard facility and plant records, link circuit information, and work orders through provisioning
• Obtain and enter information to complete fields for Service Orders and Trouble Tickets, provision and send to billing

What This Job Offers

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