Support Desk

The Role

The primary point of contact for the Technician Support Center is the handling of incoming calls and chats from Internal work groups. We work in various systems to determine the serving terminal and availability of cable, pair, and miscellaneous assignments and programming for Quantum Fiber, POTS, Broadband, GPON, G.Fast, and NIC2. We utilize various computer systems to assist service order processing. We resolve discrepancies to ensure orders are processed accurately and utilize ARMOR to process delayed orders.

Resolution of Quantum Fiber Order fallout within Optius and ODiN and interact with other inventory systems such as: Calix, Adtran, Poll DSLAM, IMPROV and QMate while working directly with field technicians to assist with their installations and repairs.

The Main Responsibilities

Responsible for daily support functions of Service Delivery. We have various work shifts available Monday through Friday, over the weekends and on holidays.

Primarily perform work duties sitting at a workstation utilizing a computer and telephone for extended periods.

Handle incoming calls and chats in a professional, efficient manner, focus on one contact resolution.

Support functions that entail building and maintaining copper and fiber inventory across a cross-section of Client service areas. Maintaining inventory databases for outside plant.

Read and interpret job prints to build plant and GPON inventory into LFACS, SWITCH, EMS, CMS, Optius, ODiN, and Service Delivery / NCON. We work with copper, fiber and integrated digital loop inventory for simple and complex provisioning.

Partner with Field Operations, Network Services Engineering and Construction, and other Operations teams to resolve complex or multifaceted service/network issues via collaboration by email or phone.

Act as subject matter expert on any issues involving facilities and their proper registration within databases.

What We Look For In a Candidate

Must be able to prioritize multiple projects and perform under strict deadlines.

Multi-tasking experience in a fast-paced environment, prioritizing and completing work tasks with speed and accuracy in a detailed, metrics-based work environment.

Working knowledge of computer software systems, utilizing multiple window screens, e-mail and web-based applications.

Broad knowledge/understanding of how Provisioning and Repair Systems work/flow together from beginning to end.

Must have strong communication skills such as probing, asking detailed questions to understand and problem-solving to reach resolution.

Ability to provide efficient, quality service to both internal and external customers. Resolve customer escalations with delayed order conditions.

Experience with problem-solving and utilizing analytical skills to review, correct and resolve record discrepancies.

Candidates should be able to work independently with little supervision, utilizing the numerous training materials, videos, and reference documents available.

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