Specialist II-Service Delivery

About the Role:

The Specialist II CPE Technician position exists within Kinetic’s Service Delivery organization and is primarily focused on supporting new network service installation as well as the ongoing support of established customers in the repair cycles. In this role, the Technician is responsible for providing a high level of internal customer service and real-time support.  This position acts as an internal escalation point for internal customer needs as well as providing technical documentation and training as required. This position will also perform quality assurance analysis and participates in special projects as required. In managing the aforementioned processes, the Technician is also responsible to first maintain a high level of professionalism in any outbound communication and ensure necessary records and order updates are maintained in the Kinetic back-office systems.

What You’ll Do:

Candidate must have strong communication skills and be able to articulate himself or herself well in writing and orally.

Understand different cabling types and pin outs to determine cables needed (Cross over versus straight through, Coax versus CAT5/CAT6, Ethernet pin outs versus T1, etc…)

Knowledge of shipping and logistical procedures.

• Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.
• Work schedule flexibility, weekend and off hours support as required.
• Ability to lift and move packages up 50lbs throughout the day.
• Must be back up to Manager when needs arise
• Must be able to handle escalations and join conference calls when required.
• Must be able to identify inventory levels and engage Warehouse Workers and Management.
• Must be able to configure any type of equipment that we offer to our customers
• Candidate should be able to coach employees on issues or errors that occur on equipment and train on all new devices.

Do You Have?

• Ability to work successfully in a fast-paced and demanding customer environment.
• Candidate should maintain exceptionally strong written and verbal communication skills
• Proficiency with all primary Microsoft Office and related software applications.

Even Better:  

• Willingness to assume ownership and responsibility and seeing problems through to the end and keeping all necessary parties informed throughout the process.
• Be a quick learner and possess a strong sense of self-motivation
• Proven ability to work in a fast paced, time critical environment.

Physical Tasks- Standing Occasionally: 0-33% | Walking Occasionally: 0-33% |Sitting and Stationary: Continuously: 67-100% | Bending: Occasionally: 0-33% | Crouching: Occasionally: 0-33% | Reaching: 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: Computer, Printer, Telephone, Basic Office Supplies, Copier 

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