Telephone Trouble Ticket Specialist I

Watch the Value of Everyone Length: 2:42 min Telephone Trouble Ticket Specialist IOCCUPATION:Desktop Service and Support POSITION OVERVIEW: Job Summary Under limited supervision, perform highly complex troubleshooting and resolution of telephone customer care issues reported for customers and for internal IP network. Essential Functions of the position Contribute to the Company vision of being the industry leader in customer service through quality, commitment, courtesy and teamwork Perform highly complex troubleshooting of telephone customer care issues (e.g. provisioning issues, switch related issues, and network related issues) Provide advanced problem diagnosis, resolution and follow-up for inbound telephone customer reported issues Monitor reports of unusual switch, provisioning, and network activity; Identify abnormal trends and troubleshoot; Communicate abnormal trends and escalate to supervisor, as necessary Disposition trouble tickets (e.g. assigning or reassigning as critical, major outage, minor outage, etc.) Coordinate resolution of trouble tickets with other departments Initiate and implement appropriate changes within the telephone switch, as necessary Resolution and follow-up of escalated telephone customer service calls, as necessary Perform other duties as requested by supervisor Preferred Qualifications Ability to communicate orally and in writing in a clear and straightforward manner Ability to handle multiple projects and tasks Ability to maintain confidentiality Ability to manage multiple projects at one time Ability to prioritize and organize effectively Ability to show judgment and initiative and to accomplish job duties Ability to work independently Ability to function effectively under pressure and work in a rapidly changing work environment Ability to work flexible schedule Ability to listen to and interpret the needs of the customer and to demonstrate courtesy and patience in customer relations Ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc. ) Ability to use multiple software and mainframe applications simultaneously Knowledge of common office software (including Windows and Microsoft Office software products) Knowledge of cable television products and services Knowledge of telephone products and services Knowledge of CBR network Knowledge of voice over internet protocol (VOIP) Knowledge of IP networks Education High School diploma or equivalent College coursework in business or related field, or equivalent experience Related Work Experience               Number of Years Telecommunications experience            2 TAC experience preferred                     1 TSS experience preferred                     1 Working Conditions Office environment 24/7 Customer Care Center Send This Link To A Friend