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Dispatcher - Network Provision

3 months ago

Bristol, United States Point Broadband Full time
Dispatcher - Network Provision
Bristol, VA

Point Broadband is currently making a multimillion-dollar investment in Bristol, VA and WE NEED YOUR HELP In order to bring Bristol and surrounding areas the fastest and most reliable internet around, we need a Dispatcher - Network Provision in your area to join our team Point Broadband offers competitive wages, a full suite of benefits for full time employees, and a place to jump start your career in a rapidly growing industry.

Summary:

Point Broadband Fiber Holding LLC is recruiting for a Dispatcher - Network Provision as part of our Support team. This role will contribute to the safety and well-being of all personnel by providing communications and coordination support. This person plays a key supportive role to the team as we build and grow our carrier class service provider network.

Position Objective
  • Contributing to the safety and well-being of all personnel by providing communications and coordination support
  • Coordinating and dispatching service calls for all Point Broadband departments to outside personnel
  • Coordinating the scheduling of outside personnel through work force management software
  • Coordinate the timely resolution of outages and troubles through outage management software
  • Promote learning and awareness of outside personnel efforts, changes, and needs to other NOC personnel
Duties and Responsibilities:
  • Fully comply with all Point Broadband and department policies and guidelines.
  • Responsible for dispatching all service and trouble calls that are entered into Field Sales Lightning (Salesforce) and other WFM systems daily.
  • Maintain excellent working relationship with all departments, city/county/state officials, and city/county/state emergency personnel.
  • Build and maintain all schedules for Point Broadband installations and trouble calls in Field Sales Lightning (Salesforce).
  • Assist Customer Service, the Network Support Center, the Network Operations Center, and Network Engineering with troubleshooting issues within Field Sales Lightning (Salesforce).
  • Maintain on-call lists for each department.
  • Perform duties consistent with systems administrator for Field Sales Lightning (Salesforce)and other systems as assigned.
  • Maintain service order lists by evaluating overdue orders via dashboard and coordinating with Customer Service and Business Sales to resolve issues.
  • Assist in the coordination and resolution of underground locate tickets, with special emphasis on emergency locate requests.
  • Support field personnel in replacing Customer Premise Equipment (CPE) by re-provisioning, reassigning and troubleshooting issues via telephone.
  • Support field personnel in provisioning services for customers. Troubleshoot and resolve issues relating to service connection/disconnection.
  • Provide empathetic and efficient support for Point Broadband's customers as required.
  • Meet or exceed individual performance metrics.
  • Contribute in a positive manner in the team's efforts to meet overall department metrics and goals.
  • Ensure good practices are being followed in relation to network security policies.
  • Regularly participate in new product and cross-training opportunities and assist other WFM personnel.
  • Stay abreast of new and emerging technologies related to services and networks.
  • Contribute to existing and create new departmental documentation as directed.
  • Some over-time may be required during times of high workload, outages, or staffing shortfalls.
  • Other duties as required by supervision.
Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:
  • High School diploma or equivalent required.
  • Employee should be able to perform in high stress environment.
  • Employee should be proficient with Microsoft Word, Excel and Outlook.
The Following is Preferred BUT we are willing to Train
  • Associates Degree in related field preferred. (Information Technology, Computer Science, Business Management, Statistics, etc.)
  • Minimum of 2 years dispatching, workforce management coordination, telecommunications, CATV and/or data experience preferred.
  • Experience with data analysis, databases, mapping, GPS location data, and two-way radio procedures is preferred.
* Shift days and hours may be subject to change. Periods of over-time hours and or night and weekend work may be required.

Working Conditions:
  • This position requires work indoors with the occasional need to travel.
  • Must be able to perform computer functions and operate routine office equipment.
  • Must be able to perform moderate walking throughout the Point Broadband's facilities
  • Must be able to sit or stand for extended periods.
  • Must be able to physically lift various equipment up to 25 or more pounds.
Benefits:
  • Medical (3 plans to choose from), Dental and Vision
  • Short Term Disability
  • Flexible Spending Accounts
  • Company Paid Life as well as Voluntary policies
  • 401(k) with generous company match
  • Paid Time Off
  • Share the Care Paid Time Off
  • Paid Holidays
  • Cell Phone Allowance *Applicable by Position*
  • Career Progression Opportunities
  • Discounted Broadband Services *Where Applicable*


Point Broadband is an equal opportunity employer. For further information, please visit:
EEO is the Law Poster | U.S. Equal Employment Opportunity Commission