KNOWLEDGE/EDUCATION REQUIREMENTS:

• Must have High School Diploma or G.E.D Certificate.
• 6+ years work experience in the telecommunications industry providing technical support is preferred.
• Ability to timely identify issues, test, troubleshoot, service and repair end user devices, software, operating systems, Fiber and VOIP.
• Must have very strong telecommunication skills, must be able to balance multiple, complex and time sensitive duties all at the same time.
• Must have understanding of communication networking components such as routers, LAN topology, Ethernet and Network Interface cards, as well as a working knowledge of PC hardware/software functionality.
• Must have experience with phone programming which includes setting Auto Attendants, Hunt Groups, phone button programming (like speed dial, BLF, one touch transfer, etc., Contact Centers.)
• Experience with Hosted/Cloud based VOIP services like Metaswitch, Broadsoft, Ring Central.
• Basic knowledge of networking, POE switch’s and QOS.
• Must develop knowledge of programs and services offered by Northcentral Connect, Calix experience preferred.
• Must be able to handle the public in a courteous and effective manner and have experience with challenging interpersonal situations using flexibility to create positive outcomes for the customer.
• Must be able to communicate effectively both orally and in writing.
• Must interact effectively with other team members.
• Must be able to work effectively in highly stressful situations, multitask, and have excellent organizational skills.
• Proficiency in the use of personal computers and Microsoft Windows applications, Android and/or Apple tablet (iPad) and related devices.
• Expects change both internal and external and adapt positively.
• Must be able to sit at a workstation for extended periods of time while working at computer terminal assisting internal and external customers.
• Must possess valid driver’s license.

ESSENTIAL FUNCTIONS:

• Perform level II & III Connect Customer Service and use independent judgement to determine if issues need to be referred to Operations or Information Technology departments.
• Work with residential/business subscribers and our installers through a troubleshooting process and working together to rectify problems.
• Identify effective solutions and offering clear explanations to subscribers and employees.
• Provides technical assistance to residential/business customers who experience technical problems with services such as Wi-Fi, streaming services and devices, and basic equipment and service concerns.
• Work with customers by telephone and electronically to isolate/resolve problems with the equipment at a customer location, understanding PC components and functionality.
• Reset and clean used devices to go back in the field.
• Work with subscribers to schedule repair calls and truck rolls for Northcentral Connect.
• Assist in provisioning ONT’s based on customer orders, issues and subsequent changes to service.
• Create service orders in the system for new connects.
• Receive construction drop information from outside contractors.
• Assist Fiber Services Coordinator with Sales Force responsibilities when needed.
• Use ISPN Net (call center) ticketing system to document/resolve residential/business customer issues.
• Determines portability of existing phone numbers and arranges port or assignment of new and temporary phone service numbers as appropriate, educating customers about the process.
• Ensures all customer data is entered accurately in the UPN system.
• Coordinates with other internal departments and other employees as needed for maintenance and installation issues, work toward a timely resolution of customer issues, and coordinate with ISPN Net (call center) with escalations of other customer issues.
• Identifies opportunities for process improvements and work with other team members to develop and implement best practices.
• Continually assess and address all quality of service issues to ensure a continued high level of customer service and satisfaction, working within the guidelines of Northcentral Connect and all departments therein to meet the needs of the customer.
• Work with residential/commercial accounts in the areas of broadband needs for new and existing homes/businesses.
• Responsible for setting up the business phone and business internet systems and provisioning services according to the project plan provided.
• Maintain records for commercial accounts, contacts and other pertinent information.

NON-ESSENTIAL FUNCTIONS:

1. Participate in other related activities and special projects as may be required or assigned.