Service Assurance Agent

4 days ago


Springfield, Illinois, United States Golden West Services Inc Full time
Job Summary

We are seeking a highly skilled Service Assurance Agent to join our team at Golden West Telecommunications. As a Service Assurance Agent, you will play a critical role in ensuring the reliability and quality of our network and customer services.

Key Responsibilities
  • Provide entry-level customer and network surveillance, triage, and repair support for our network and customers.
  • Monitor our network for alarms and disruptions in service, utilizing the Network Management System (vSure) to proactively identify service impacting alarms and events.
  • Follow documented work instructions to document, triage, and repair network alarms or determine next steps in resolution during or after normal business hours.
  • Ensure all assigned or reported customer support or trouble are properly documented, dispatched, and escalated to resolve them as quickly as possible.
  • Utilize the company escalation procedures and escalate to the next level of management or technical support if unable to clear issues in a timely manner.
  • Perform company-wide notifications during network incidents when a Service Assurance Tier I, Tier II, or Supervisor are unavailable.
Requirements
  • High School diploma, GED or equivalent required.
  • Associates Degree in telecommunications, electronics or networking preferred.
  • Working experience in a Call Center or Network Operations environment a plus.
  • Must have, or be able to obtain, and maintain a valid South Dakota driver's license, have an excellent driving record and be insurable under the Company's policy carrier.
Working Conditions

Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.



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