Assigner

About the Role:

This position is responsible for providing support to Kinetic field technicians, customer care centers, and facility provisioning groups with new customer installs, assignment of facilities, order modifications or cancellations, service delivery troubleshooting, and proper record keeping of customers service records. 

What You'll Do:

• Handle inbound contacts from Kinetic technicians in a call center environment.
• Access and update customer facility records.
• Handle 2 chat session interactions simultaneously.
• Research, assign and update facilities on customer accounts.
• Assist technicians with Installation orders, troubleshooting and testing them to ensure they are working correctly to include broadband provisioning.
• Properly maintain facility records for customer accounts.
• Equipment provisioning across various vendor platforms and equipment types, including but not limited to Calix and Adtran ONT’s, Actiontec, Sagemcom and Polycom ATA Devices.
• Program voice services in multiple switch platforms to include fiber voice installations.
• Assist technicians with order modifications and cancellations.
• Communicate technical and escalated issues to management.

Do You Have:

• Ability to work flexible shifts and to adapt to changing work schedules, extended hours or weekends as required.
• Excellent attendance and punctuality.
• Good verbal and written communication skills.
• Strong time management, organizational, and analytical skills.
• Ability to collaborate well with others.
• Ability to multi-task, problem solve and provide an excellent customer focused experience.

Even Better

• Working knowledge of Salesforce, MIROR, MetaSolv, DCRIS, CAMS, Neustar SOA, WINCare, BPMS, and TDM/VoIP switch platforms (DMS100, DMS10/CS1500, GTD5, DCO, EWSD, Metaswitch or Metaview Web), Calix, Adtran
• Technically minded / strong attention to detail
• Highly self-motivated/ability to work independently, innovative and works well under pressure.
• Learns new processes quickly and adapts well to system transformations or process updates.
• High School diploma or equivalent and 4+ years’ experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.

The starting compensation for this job is $35,000 to $43,300. 

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Pushing-Pulling: Occasionally: 0-33% | Reaching Above Head: Occasionally: 0-33% |Lifting-Lowering >1-15 lbs: Occasionally: 0-33% >15-30 lbs: Occasionally: 0-33% | Repetitive Hand Action: Medium Dexterity: Continuously: 67-100% | Fine Manipulating: Frequently: 34-66%

Audio Visual Needs - Hearing: Continuously: 67-100%| Near Vision: Continuously: 67-100% |Far Vision: Occasionally: 0-33%| Peripheral Vision: Occasionally: 0-33%

Equipment Used in Job Performance/Working Environment: Computer, Printer, Telephone, Basic Office Supplies, Copier