Service Delivery Specialist IV

3 weeks ago

Anchorage, United States Alaska Communications Full time

At Alaska Communications, we're committed to putting our team first, always being customer focused, having a can-do attitude, owning our results and always acting with integrity. This is what we hire for and what our team members exhibit each day. Want to make an impact with us?

This is an IBEW position reporting to Echo McDonald and will close for Bid on Wednesday, May 29, 2024 at 11:59PM

Position Summary

Service Delivery Specialists (SDS's) primary duties are to focus on the efficient and accurate completion of work required to ensure customer service once the sale has been made. Provide support to sales staff, engineering, and field services as required. Interact with ACS customers to determine and recommend devices and services that meet the customer needs.

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Job Duties

  • Interpret and assimilate complex work orders coordinating with OSP/ISP Engineering as required and working with Marketing and Business Office for all product and order requests.
  • Assign service orders, selecting appropriate cable, cable pairs, pair gain, and line equipment.
  • Creation of facility record and maintain facility record updates.
  • Program Central Office and remote switches.
  • Coordinate cutover /installation sequence of events with field technicians and marketing.
  • Provide expert knowledge regarding facility research.
  • Handle assistance by phone from internal customers.
  • Complete tickets and associated fixes in Trouble System.
  • Assist with cut room functions.
  • Accomplish the necessary assignment of plant facilities for service orders prior to CO and Field Dispatch.
  • Make the necessary selection of cable plant and central office facilities. Make adjustments as necessary to obtain service or determine best possible service options.
  • Coordinate special features of service, lack of plant facilities, etc., to assure corrective action.
  • Assign line equipment, tie cables, Central Office enhancements, custom features, station or subscriber carrier, cables, pairs, terminals,
  • Prepare line transfer rearrangements as required to clear for new service or restoration of existing service.
  • Work with many departments on assignment or reassignment of faulty equipment.
  • Facility record maintenance by changing records to reflect the situation in the field, by marking pairs bad, and work with other departments for terminal and count problems.
  • Perform switch programming as required.
  • Complete email requests.
  • Handle inquiries in phone ACD.
  • Complete tickets and associated fixes in Trouble System.
  • Perform other duties as assigned.
Minimum Education and Experience Required

Must have a high school diploma. A minimum of three years of customer service experience to include order preparation and processing. Analytical skills shown in processing information and enter data into a computer based records system with at least one year experience using computers and computer software applications. Two years experience in a SDS III (Line Assigner I) position. One of the two years of experience should reflect demonstrable knowledge within a cut writing and/or special circuit environment. One year of experience can be exchanged for satisfactory completion of a cross-training program to SDS IV (Line Assigner II).

Certifications and Licenses Required

Some levels may require you to possess and maintain an Alaska Drivers License.

Additional Job Requirements
  • External applicants must successfully pass a pre-employment suitability assessment and drug test.
  • Must successfully complete a pre-employment Data Entry test with 5500 keystrokes per hour with 10% or less error rate or type 33 words per minute.


We hope you'll join us as we change lives through technology.

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