This position acts as the first point of contact for the transport element of Voice, T-1 and Data customers, and is responsible for answering incoming customer requests in a friendly and efficient manner. He/She will analyze, troubleshoot and resolve technical physical issues for repair related and installation connectivity issues. May remotely troubleshoot customer's equipment or simply educate customers. Responsible for ensuring first call resolution whenever possible. This position is also responsible for all elements related to the coordination of vendor dispatches necessary to install or repair voice and data services for BullsEye customers.
The employee is a vital team member responsible for supporting/interfacing with vendors, internal departments, and BullsEye customers with a main goal for ensuring smooth and efficient repair to customers.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
•Possesses advanced knowledge about the functionality of standard data products, including but not limited to all forms of broadband (DSL, Cable, Fixed Wireless, T1) and non-POTS voice products including PBX systems, BRI and PRI. Performs troubleshooting diagnostics for each of these products through to resolution of issue or to the point where it should be escalated to a Client Services VoIP/Data Technician.
•Responds to all escalated voice repair issues, as well as responding to general (Tier 1 & 2) Data and transport repair issues.
•Investigates data issues including but not limited to verification of configuration settings (Static versus Dynamic), Firewalls, Subnet Masks, Bridge mode versus PPPOE, etc.
•Responds to complex inquiries and complaints, doing the necessary diligence to investigate the situation and follows each transaction through to completion.
•Possesses extensive knowledge of IP addresses and the difference between delivery settings. Understands the 7 data layers starting from the physical layer through to the application layer.
•Interacts with customers, LECs, vendors, internal departments and others to efficiently restore and repair customer physical data layer trouble issues. Ensures that the appropriate BullsEye systems are updated with timely and accurate notes relating to vendor scheduling and site activity.
•Monitors real--time data activity via Solarwinds, Mako, and Cradlepoint outage systems and responds accordingly to all transport outages.
•Opens trouble tickets with BullsEye service providers and follows through to resolution. Follows internal processes, completing necessary due diligence, to ensure proper dispatching of a technician.
•Proactively monitors and addresses SDE trouble tickets to ensure the shortest mean time to repair-MTR.
•Acts as the primary liaison between BullsEye’s approved vendors, back office, and client sites to ensure the timely and efficient deployment or repair of service. Works with internal departments as necessary to ensure proper configuration requirements are gathered.
•Monitors all open IW (inside wiring) dispatch requests due to new installations or move order requests.
•Gathers accurate data received from the customers and efficiently enters description of action taken into the appropriate system. Ensures all interactions are properly noted and written for publication.
•Uses discretion to determine which procedures best address each situation, including the involvement of Client Services VoIP/Data Technician or management, as well as obtaining proper assistance for escalated issues. (i.e.knows when data repair calls should be warm transferred to a VoIP/Data Technician, and escalated customers should be transferred and/or escalated to Management).
•Recognizes dispatch trends and makes recommendations for process improvements.
•Understands BullsEye Telecom products and services and is able to apply that knowledge when addressing customer related issues.
•Adheres to all policies, practices, and standards of the Company and our clients to ensure good order and discipline on the production floor.
•Maintains the acceptable standards of efficiency and quality established by the company in order to ensure customer satisfaction.
QUALIFICATIONS to perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE Minimum of a Bachelor’s Degree; four-six years of over the phone customer service experience in a telecommunications environment; or equivalent combination of education and experience. Ability to quickly learn BullsEye’s internal systems including Telcare, SDE, VOM, Unicare, and FMS, as well as available vendor/LEC portals (GUI). Excellent computer skills in Outlook, Word, Excel. High degree of time management and organizational skills needed to ensure timely and accurate completion of customer requests. Demonstrated ability to multi-task between multiple systems. A high degree of reliability, thoroughness and attention to detail. Required Knowledge of industry terms and reference points; examples include: DMARC, MPOE, Smart Jack, NID, 66-Block, IP Addressing, router, bridge, etc. Understanding of telephony wiring, including demarcation extension and service termination for POTS, DSL, T1, etc. Have a basic understanding of customer premise equipment including DSL, Cable, and T1 routers and gateways. Experience in scheduling and coordinating resources and/or vendor appointments.
BullsEye Telecom is an Equal Opportunity Employer
