Administrative Back Office Agent

at  Earthlink

Job Title: Administrative Back Office Agent
Position Summary:
EarthLink is seeking a detail-oriented and process-driven individual to join our telecom/broadband operations team. This role primarily focuses on managing offline ticketing workflows, with occasional customer interaction. The ideal candidate will assist in ensuring that customer requests and internal processes are handled efficiently, accurately, and in a timely manner. You will contribute to maintaining a high standard of service by performing routine audits, responding to customer inquiries, and generating reports on service performance. The ideal candidate will possess strong organizational skills, a keen attention to detail, and the ability to work collaboratively in a fast-paced environment. Join us in delivering exceptional service and support to our customers!

Essential Duties and Responsibilities:

• Process and track offline ticketing requests related to customer orders, equipment shipments, and service installations to ensure timely and accurate fulfillment.
• Maintain precise documentation of ticket statuses and resolutions, adhering to established protocols for record-keeping.
• Collaborate with internal teams and external vendors to effectively address and resolve issues related to equipment provisioning, system errors, or delays.
• Regularly monitor system queues for service tickets, updating their statuses and escalating issues as needed to ensure prompt resolution.
• Conduct routine audits of process workflows to ensure compliance with procedures and identify opportunities for improvement.
• Respond to customer inquiries via email and phone, providing timely updates on service requests and order statuses in a professional manner.
• Assist in generating reports for management that detail service performance and ticketing metrics, contributing to informed decision-making.
• Exhibit a high level of attention to detail in all tasks to minimize errors and prevent delays in the service process.
• Other duties as assigned.

Education/Experience/Qualifications:

• High school diploma or equivalent is required; coursework or technical certifications in telecommunications or related fields are a plus.
• Demonstrated strong attention to detail with a proven ability to follow established processes accurately.
• Excellent organizational skills, with the ability to prioritize tasks effectively in a dynamic environment.
• A basic understanding of the telecom and broadband industry is preferred, but not required.
• Strong written and verbal communication skills, with the ability to engage professionally with customers and collaborate with internal teams.
• Proficient in Microsoft Office applications (Word, Excel), with experience in ticketing systems being an added advantage.

WHAT WE OFFER:

• Training and tools to perform your job
• Great benefits including medical, dental, vision, PTO, company holidays, employee assistance program, life, and disability coverage and a 401(k) plan with a company match.
• Promotional opportunities as we grow
• Fun, friendly company culture
  Supervisory Responsibilities:
  None
  Work Environment:
  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job operates in a professional office environment and routinely uses standard office equipment such as computers and phones.
  This is not a remote position - you must be able to commute to the Norton, VA facility for work.
  The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor

• Process and track offline ticketing requests related to customer orders, equipment shipments, and service installations to ensure timely and accurate fulfillment.
• Maintain precise documentation of ticket statuses and resolutions, adhering to established protocols for record-keeping.
• Collaborate with internal teams and external vendors to effectively address and resolve issues related to equipment provisioning, system errors, or delays.
• Regularly monitor system queues for service tickets, updating their statuses and escalating issues as needed to ensure prompt resolution.
• Conduct routine audits of process workflows to ensure compliance with procedures and identify opportunities for improvement.
• Respond to customer inquiries via email and phone, providing timely updates on service requests and order statuses in a professional manner.
• Assist in generating reports for management that detail service performance and ticketing metrics, contributing to informed decision-making.
• Exhibit a high level of attention to detail in all tasks to minimize errors and prevent delays in the service process.
• Other duties as assigned