Date Posted: November 4, 2020
Deadline: April 27, 2018
Organization: West Carolina Rural Telephone
Location: Abbeville
City: Abbeville
Job Type: Part Time
Wages/Salary: $15.00 per hour
- Knowledge of data networking, wireless access equipment, and broadband Internet services.
- Knowledge of Internet protocols and services, TCP/IP and MPLS configurations.
- Skilled in customer focus, critical thinking, active listening, oral communication, & problem solving.
- Skill in analytical thinking and problem solving.
High school diploma or GED required. Two-year technical college degree, equivalent military technical training, CCNA, A+, Network +, or other certifications preferred.
We are a Cooperative telecommunications company, providing telephone and broadband services for internet, video, and security to the rural communities of Abbeville, McCormick and Anderson Counties. We have been providing state-of-the-art services for over 65 years. Our focus is on our customers, we pride ourselves on providing personal attention and excellent customer service. We are looking for people who are willing to make a difference, take the initiative and share their skills and knowledge with others.
General Summary
Work with customers to help resolve subscriber service issues which could be voice, video, or data. Work with Field Techs to troubleshoot and resolve connectivity and provisioning issues for customers. As part of Network Services this position is also responsible for first level monitoring, support, and maintenance of networks that provide services to WCTEL and WCFIBER customers.
- Isolate and resolve subscriber voice, video, and data issues by correlating information from network equipment and monitoring systems.
- Inform and educate customers on both existing as well as new products and services.
- Open tickets as required and maintain necessary documentation to track tickets through resolution.
- Support field technicians, CSRs, and ASRs in troubleshooting and resolving customer connectivity and provisioning issues.
- Resolve customer reported troubles that 3rd party help desks could not resolve.
- Provide updates to customers, internal groups, and vendors as required in a timely manner.
- Conduct proactive monitoring, remote diagnostics, and tier 1 maintenance activities for network devices within area of responsibility
- Notify and escalate issues internally and externally as required in support of network outages and restoration events.
- Successfully complete training requirements and assist in developing and training of others.
- Work schedules may require nights, weekends, variable schedules, on call, and overtime as necessary.
- Perform other duties and responsibilities as assigned.