Test/Turn Up Tech-BSTTUT in Huntsville, AL at WOW!

Date Posted: 2/20/2018

Job Snapshot

Job Description

Summary:



This position primarily focused on supporting new customer's installation. This roles include supporting Standard Installations, customer and carrier escalations, and actively participating in report and quality analysis as required. Activation of Complex Business products, including, but not limited to This requires call intervention, technical support, assuming ownership of customer escalations, providing pro-active management and internal customer updates on a more condensed interval, quick isolation of root cause, and summarizing the overall circumstance as required.



Duties & Responsibilities:



Essential Duties and Responsibilities include the following but are not limited to:




  • Act as an interdepartmental technical liaison and actively participate in various process, systems, and quality projects. Receives incoming calls from Local Technicians and Customers

  • Turns up customer service's remotely

  • Completes LNP ports

  • Works with local technician and customers on service issues

  • Works with other departments on service issues

  • Documents turn up history in customers account

  • Diffuse difficult customers by reassuring customer we will work to resolve their issue in timely fashion

  • Ensures that technology standards and best practices are being followed

  • Proactively resolve obstacles that interfere with job performance and/or job satisfaction

  • All other duties as assigned



Qualifications:


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




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.




  • Act as an interdepartmental technical liaison

  • General Data Networking and Voice switching experience

  • Position requires demonstrated technical proficiency with LAN/WAN, trouble-shooting, and fault isolation procedures.

  • Position necessitates a strong sense of the customer and ability to engage with customers directly and in a professional manner

  • Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.

  • Staff the inbound call queue to resolve issues encountered by Field Service and Carrier Technicians, quickly locate information and delegate installations.

  • Role requires demonstrated technical proficiency with Voice switching platforms, CPE, and IP networking configuration, trouble-shooting, and fault isolation procedures.

  • Troubleshoot Data products with demonstrated technical proficiency including LAN/WAN, Carrier Ethernet, and Internet

  • Candidate should maintain exceptionally strong written and verbal communication skills

  • Local number portability experience




This position requires the applicant to be focused, goal driven and exhibit an obsessive attention to detail. Applicant must be a team player who can motivate team members and cross resource to accomplish the common goal. Must be able to work under pressure, along with demonstrating solid time management skills and demonstrate a winning attitude.




Education/Experience:



  • Associates Degree or Equivalent work experience




• Excellent oral and written communication skills



  • Previous Switch and Data Networking experience

  • Experience with WOW network or related service delivery group




Computer Skills:


Proficiency with word processing and spreadsheet software, Internet software and e-mail. Ability to learn new 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

  • required to work designated shift hours


WOW! Is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity employer