Supervisor of Business Operations Support in Evansville, IN at WOW!

Date Posted: 4/15/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Experience:
    Not Specified
  • Date Posted:
    4/15/2021
  • Job ID:
    REQ-2021-1376

Job Description

The Supervisor of Business Operations Support will lead a diverse team of employees that own the Business Customer experience through advanced and complete troubleshooting of WOW! Business products.  This includes HSD, Voice, Data, SIP, HICAP, Virtual Services, Managed Services, and Cloud Services delivered via the Hybrid Fiber COAX, fiber plant, and/or Data Center.

Duties & Responsibilities:

Essential duties and responsibilities include but are not limited to those listed below:

  • Ensure work is being completed by the team per process including trouble escalations, documentation and customer follow-up

  • Assist with training on new processes or with new employees

  • Ensure schedule adherence and productivity and facilitate disciplinary action when required

  • Perform Employee performance reviews per Company guidelines 

  • Ensure tickets are being addressed timely manner to trouble tickets as they present in the BOSS workflow queue, solve issue and respond to the customer, or escalate to a business field tech for service call

  • Successfully assist with coordination of interactions among WOW! Business customers, network administrators, vendors, technicians, service providers and WOW! Personnel, using effective verbal and written communication skills

  • Assist with testing, certification, implementation, and support of new WOW! Business products as they are introduced

  • Provide instruction to the customer over the telephone by anticipating customer responses and motivating customers to execute correct troubleshooting steps

  • Quickly diagnose and recognize customer, carrier, and far end issues and take correct steps in securing problem resolution

  • Recognize observed security, infection, DoS issues and recommend resolution steps

  • Ability to work scheduled shifts as designated by management to meet business needs

  • Gather data and prepare reports to measure the effectiveness of our service and support activities as required by management

  • Other necessary clerical work as defined by management, including research, filing, assistance with mailings, and other related duties

  • All other duties as assigned



Qualifications:

To perform this job successfully, an individual must have exceptional organizational skills and be able to multi-task.  They must also be able to provide outstanding customer service and support in a professional manner and in accordance with company policies and standards.  The requirements listed below are representative of the knowledge, skill, and/or ability required. The candidate must exhibit leadership qualities.

  • 3+ years in the telecommunications field preferred

  • Customer Service experience required

  • Previous knowledge of RF Signals and HFC networks is a plus

  • Knowledge of the suite of Internet protocols, including TCP/IP, DNS, DHCP as well as networks and LANs

  • Familiar with various networking fundamentals related to routers, switches, LAN, MAN, WAN, DS3, OC-x, CSU/DSU and other CPE

  • Familiar with various types of equipment deployed at Customer premises including but not limited to MRV, ALL Optic and Calix 

  • Familiar with various Cloud and Virtual Service offering to include VM’s, VApps, Saas, Infrastructure, Firewalls, Windows Server solutions, and Linux Server Solutions

  • Previous experience within a Data Center monitoring facility system to include: HVAC, Power, UPS systems, and colocation support

  • Must have a solid understanding of local, long-distance and toll free Telephony, recognizing and resolving LNP porting, LIBD, PAC, telephony features, VoIP, and customer premise equipment

  • Previous experience leading a team of technical support personnel in a call center environment or equivalent

  • Must be detail oriented and well organized

  • Strong trouble shooting skills

  • Excellent written and verbal communication skills

  • Excellent time management skills

  • Accountability and Initiative are required behaviors



Education/Experience:

Associates Degree or Higher in Telecommunications or Technical related field coupled with equivalent work related experience preferred.  Previous experience leading a support team that provided Tier I / Tier II support will be strongly considered.  



Computer Skills: 

Proficiency with word processing and spreadsheet software, Internet software and e-mail. Ability to learn billing software systems and access online support/tools.  



Physical Demands/Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Regularly required to talk and hear

  • Required to use hands to type, handle objects and paperwork

  • Required to reach and hold on to items at chest level or reach above the shoulder

  • Required to use close vision and be able to focus

  • Travel may be required as the team may have resources in multiple geographical locations

All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran