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Day of Job Representative IJOB SUMMARY
The Day of Job Specialist provides technical support to Field Operation Technicians with service activation and trouble resolution. Responsibilities include supporting provisioning and repair activities for all residential video, voice and data services. Provides administrative assistance to the technicians to include: account information, verification of services, not home verification, and work order processing and completion.
MAJOR DUTIES AND RESPONSIBILITIES
Provide Tier II support to Field Ops Technicians on Day of Job for all residential video, voice and data.
Perform basic troubleshooting for all residential services (e.g. provisioning, switch, and network issues). Some of these issues may include problems related to Neustar (SOA), TPV, porting issues, adding or deleting equipment, reconnecting services and repairing modem swaps.
Provide technical support for resolution and follow up on inbound voice, data and video reported tech issues. Assist with service fulfillment and support for residential service accounts. Escalate as required.
Provide support for installation and repair issues that fallout from the IVR and Tech Mobile systems. Investigate and resolve all installation exceptions and update the technician as required.
Ability to access and navigate the following systems and applications such as: CSG, Sigma, Bacclite, WFC, OM, OSM, Device Management, FireAxe, Safari View, PSP, SOA, Metaswitch, Acision_Voice Log, LAD, RED, eQA; and any other application required to perform job function.
Monitor work queues and maintain compliance for all calls in to the Day of Job group. Successfully log all calls in the call tracker to capture reasons for fallout.
As required, by-pass automation and manually activate voice services.
Provide issue resolution and detection assistance to the NOC and OSS teams during outage situations impacting voice, data and video services. Escalate and provide the necessary examples to properly research for resolution.
Monitor and resolve exception tasks related to the Order Management or OSM system for all related residential order activity.
Coordinate requests for changes, supplements, suspensions, and disconnects requiring updates to the dispatched work order; ensure installation technicians are informed accordingly.
Support activation of additional services (per customer request) in telephone switch and/or network elements and ensure changes are captured by rescheduling the order or setting up a trouble call as needed.
Handle all inbound calls from Field Technicians and escalate as needed.
Assist Field Techs with account management, i.e. provisioning of equipment, equipment assignments, work order quality assurance and completion.
Verify addresses and assist technicians with locating customer premises.
Reschedule non-completed, changed or not ready installation, disconnect or downgrade jobs.
Facilitate customer communications between technicians and the Customer Service team by handling inbound calls and messages from technicians related to work order processing, work order quality assurance, and work order completion.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to maintain confidentiality
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to handle multiple projects and tasks
Ability to use personal computer and software applications , including Internet Explorer, Outlook, MS Word, MS Excel
Knowledge of telephone billing systems
Knowledge of telephone products and services
Knowledge of Internet products and services
Knowledge of video products and services
Knowledge of local number portability trouble shooting procedures
Knowledge of CBR (Constant Bit Rate) network architecture, equipment, and software
Knowledge of IP network architecture, equipment, and software
Knowledge of telephone switch activation requirements and software
Knowledge of telephone network element activation requirements and software
Knowledge of telephone regulations for service activation, suspension, disconnects
High school diploma required or equivalent; college coursework or equivalent experience preferred
Related Work Experience Number of Years
Telecommunication experience or equivalent 2
Network element provisioning/repair experience 2
Technical call center experience 2
High speed data, video and or voice experience 2
Call center and office environment
7 day operation (hours will vary)