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Admin-Tech Customer Service

2 months ago

Aiken, United States Jacobs Full time

We are seeking Admin-Tech Customer Service to join our team supporting our federal customer at the Savannah River Site.  We provide telecommunications system operation and maintenance services as well as site operator services at SRS. This position supports an operation and maintenance program managing the voice and data services at the Savannah River site. DOE Savannah River Site processes and stores nuclear materials in support of national defense and U.S. nuclear nonproliferation efforts. The site also develops and deploys technologies to improve the environment and treat solid and liquid nuclear and hazardous wastes left from the Cold War. While current missions remain the highest priority, SRS leadership places great importance on developing broader missions for SRS that use its unique capabilities to address critical national missions.

Responsibilities: 

  • Handle customer inquiries by tickets submitted from SRS Helpdesk and by email for voice and data troubles, new service requests, walk downs for new service, cable locates, video troubles and requests, and voice and data troubles and new service requests.
  • Contact customers on tickets requiring clarification or additional information to process the request.
  • Analyze and research trouble and new service request using available resources to identify and assign work breakdown for staff. 
  • Process trouble and work orders in Cairs Telecommunication Management System (TMS); assign and dispatch technicians.
  • Manage and resolve customer complaints.
  • Coordinates’ customer approval of necessary work activities, as well as provides reports/query responses for work status and/or completions. 
  • Receives cable installation and wire pair assignment information from technicians; logs, tracks and assigns cable and pair information in Cairs TMS. 
  • Enter information in Avya Switches on-site regarding station moves, adds, or changes, user restriction codes, station features, toll access codes, etc.
  • Provides backup assistance to Telephone Operators by answering and transferring off and on-site callers for directory assistance.

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