Operations Technician I

Posted: 1 week ago

Backfill for Lucas Sylvester (who is being selected for a full time position)

This customer facing position is responsible for the creation of repair tickets and providing initial triage of customer reported DS1 and Ethernet circuit issues and basic VOIP-related customer reported problems.

The purpose of this position is to interact directly with customers and customer vendors (via phone, email, and ticket logs), as well as with internal *** VOIP Repair Teams (Core and Tier II), Provisioning, LEC Management/NDC, and 911 support teams (BVOIP Fallout & Intrado).

This position has direct impact on defining the initial customer experience, including timeliness of initial ticket creation, effective communication with the customer, and ticket resolution

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Additional Notes:
" 1 year contract with possibility to extend or hire on FTE
" Some technical background preferred; someone who is just starting out in career with a willingness to learn
o 3-5 years of experience
" Technical call center experience preferred; ability to multi task
" This position is for a Tue-Sat 11:30am - 8:00pm shift - must be flexible to work weekends
" No remote options
" Initial: Face-to-face interview
" Goal is to have position filled by April 8th 2019