Service Assurance Agent, Part-Time

4 days ago


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

We are seeking a highly motivated and detail-oriented Service Assurance Agent to join our team at Golden West Telecommunications. As a Service Assurance Agent, you will be responsible for providing entry-level customer and network surveillance, triage, and repair support for our network and customers.

Key Responsibilities
  • Monitor the Company's network for alarms and disruptions in service.
  • Provide administrative and technical service delivery and service assurance support and trouble requests from internal and external customers.
  • 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.
  • Utilize the trouble ticketing system to log all pertinent customer or personnel interactions, troubleshooting steps, or equipment diagnostic details.
  • 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.

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

The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified.

Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.



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