Technical Support Coordinator

2 weeks ago

The Woodlands, United States Centric Infrastructure Group Full time

The Technical Support Coordinator position is responsible for provisioning customer equipment as well as billing, troubleshooting, and providing customer service. This role will also be responsible for serving as the liaison between company departments and the NOC. First line of technical customer support for inbound customer chat and phone calls, and email.


RESPONSIBILITIES/ESSENTIAL FUNCTIONS:

1. Effectively communicating and escalating alarms ensuring quick resolution.

2. Utilizing a network management system via computer terminals to detect environmental alarms.

3. Completing trouble tickets to document alarms; and answering incoming telephone calls to the NOC.

4. Provisions all equipment including U4, U6, ONTs, and all other necessary fiber related equipment.

5. Serves as a backup to the NOC for monitoring outages and assists with customer inquiries, questions, and concerns.

6. Dispatches Giga Guides and/or Fiber team for any troubleshooting that needs repair or equipment picks up due to customer cancellations.

7. Provide customer assistance, education, and recommendations on services, customer equipment, and products.

8. Interface with customer and technical service departments to collaborate on subscriber issues, develop troubleshooting and corrective action plans, work scheduling, and ticket clearing.

9. Ensure all work is completed in accordance with all applicable company procedures and in compliance with all municipal, state, and federal laws and guidelines.

10. Implement and adopt policies, procedures, and reports to assist Centric in growing efficiently while strengthening safety standards.

11. Support Giga Guides as necessary which may include functional testing of network at sites.

12. Upsells products & services.

13. Promote marketing and sales efforts during each customer and potential customer contact

14. From time-to-time report back to operations on the status of community development activities – e.g., home build inventory, construction starts, closings, etc.

15. Monitor and update any fiber network related issues in HubSpot.


Required Qualifications:

  • 3+ years of experience in a similar technical role within the telecommunications industry
  • Monitoring network environmental alarms and troubleshooting from a centralized Network Operations/Data Center environment
  • Basic IP Networking skills.
  • Data communications, digital communications, operating systems and applications, telecommunications, computer support, project management, and/or power.
  • Demonstrated telephone, communications, and interpersonal skills are required.
  • Must have an understanding of networks.
  • Proficiency in the use of a computer, and software applications including Microsoft Office.
  • Ability to work on multiple projects simultaneously.
  • Ability to work various shifts, holidays, and/or weekends when needed.
  • Schedule requires that Saturday be a working day along with four other weekdays.


Preferred Qualifications:

  • Bachelor’s degree in a Technical related area of study
  • Master’s degree in a Technical related area of study
  • Cisco and/or Unity router and switch familiarity / knowledge
  • Prefer related work experience in a Telecommunications environment where Fiber Optic cable is offered.
  • Desired Certifications: CCNA and/or Calix
  • Experience with PON (GPON, XGS-PON, etc.) networks and equipment helpful


Why Should I Apply?

  • Competitive base pay + Bonus
  • Great benefits (Blue Cross Blue Shield Tx)
  • Generous PTO Policy
  • 10 Company Paid Holidays
  • 401(k) plan with 5% match


Centric Infrastructure Group is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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