JOB SUMMARY Work under general supervision in a team environment, responsible for providing break fix support to field technicians. This position is the primary support contact to field technicians supporting property activations and break fix visits.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience Performs basic troubleshooting and tasks associated to work order entry. Carries out tasks in support of activation of new properties, as well as, support of previously installed properties. Possesses a basic understand of network architecture, topology principles, troubleshooting and provisioning standards in support of field technician calls during customer appointments. Accesses and analyzes network device configuration for troubleshooting and activation activities. Help drive field productivity through efficient call handling and support. Provide Work Order support in adjusting, closing, and Equipment Add or Remove. Makes outbound and receives inbound calls to coordinate proactive maintenance activities for Field Technician teams. Creates, manages and resolves work orders for all activities routed to a field technician from all work sources either through automation or manually including activities that may be ticketed in another system such as the Biller, Remedy, or through any other ticketing process. Maintains strong positive relationships with customers and peer groups and interacts with the other departments within the organization in supporting our end customers. Ability to address and apply firmware upgrades when opportunities are identified. Performs other duties as assigned.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Excellent customer service and communication skills Basic knowledge of HFC network concepts, DOCSIS and end-user support principles Basic knowledge of Managed WiFi tools and basic ability to use the tools to effectively troubleshoot basic WiFi related issues Ability to work well with others as part of a team environment Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues Basic knowledge of desktop computer hardware and software (eg monitoring tools) used to analyze network performance Ability to use online knowledge systems and search for reference procedures and work aids (ie paperless resources) Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment
Education High School Diploma or equivalent Certification in Telecommunications or IT emphasis preferred
Related Work Experience Number of Years Cable/telecommunications experience (Field Ops, HFC plant 1+ Troubleshooting or Maintenance Tech) NOC, Dispatch, Call Center Tier or help desk support experience 1+
WORKING CONDITIONS Office environment Must be able to work all shifts including evenings, weekends and some holidays COP117 296687 296687BR