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Comm Sol Serv Ops Actv Spec I

Location Durham, United States
Posted 04-January-2022
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.

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.

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

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+

Office environment
Must be able to work all shifts including evenings, weekends and some holidays COP117 296687 296687BR

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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