Service Assurance Representative I/II (DOE)

Service Assurance Representative I/II (DOE) Receives and responds to incoming calls from customers experiencing voice and/or data repair issues. Provides first level repair resolution with customer.  Assists Service Assurance Technicians, both voice and data, in keeping customers updated on repair issues. Creates and maintains all trouble record information based on customer reports and other documentation. Generate reports for internal and external use. Provisions less complex services into the Integra Network such as DS0 and DSL.Requires basic telephony and data experience (at least 2 years) indicating knowledge of telecom hardware and software.  Must have practical experience troubleshooting DSO and Voice Mail services.  Knowledge and understanding of telecom industry standards and ability to triage telephony repair issues. Experience in coordinating trouble resolution with Field Service Technicians, Central Office Technicians, Data Service Technicians and Network Operations Center personnel preferred.  Requires the ability to work independently, troubleshoot and perform corrective procedures and meet inflexible commitment deadlines.  Proficiency performing data entry using 10-key.  Basic computer skills, including spreadsheet, word-processing and database software skills.  Detail orientation skills, ability to manage multiple priorities and effective verbal and written communication skills.  Valid driver’s license