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Profession |
Information Technology |
Openings |
1 |
Location |
Roseburg, Oregon, United States |
Date Posted |
March 19, 2009 |
Posted Until |
October 30, 2009 |
Experience Level |
Mid-Level |
Job Type |
Full Time |
Salary Range |
Not Specified - Not Specified |
Education Level |
University - Bachelors |
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Ledcor's Technical Division is seeking a Technical Service Agent for it's Roseburg, OR location. We are seeking an energetic and talented individual to assist our valued customers thru smooth installations and assist with their many service issues.The Technical Support Agent may be assigned any of the following areas of responsibility and acts as a coordinator between the customer and internal departments and is also a liaison between our company and the network service providers:
Responsibilities
A. On-Net Provisioning - is responsible for all project coordination, customer communications and provisioning functions of On Net customer acquisition and life cycle orders.B. Resale Provisioning – is responsible for all project coordination, customer communications and provisioning functions of Resale customer acquisition and life cycle orders.C. CLEC to CLEC Provisioning – is responsible for all project coordination, customer communications and provisioning functions of CLEC to CLEC customer acquisition orders.D. DSL Provisioning – is responsible for all project coordination, customer communications and provisioning functions of DSL customer acquisition and life cycle orders.
Requirements
Technical Support Agents are responsible for all project coordination, customer communications and provisioning functions. They are also responsible for taking incoming calls from internal and external customers to provide order status, field questions regarding order status and resolve all repair and customer education inquiries. The position includes but is not limited to the following specific duties:• Maintain Customer Satisfaction Pre-Conversion• Validation of proper order paperwork and processing of paperwork or workflow process for customer requests by coordinating with equipment vendors and external technical resources, to ensure a smooth and timely installation of requested products and services• Perform order approval, installation, scheduling and initiate provisioning activities. • Coordinate the installation of all customer premise equipment through the use of Field Operations dispatch and technician resources.• Initiate and schedule dispatch appointment date/activities, ensure the technicians have the appropriate information to perform the maintenance or installation. Communicate and document installation dates, schedules and issues related to the physical installation, the initial equipment configuration, test and turn up of network equipment and local loops at customer premise.• Provisioning – administers and processes orders for conversions, new installs, move, add, change and disconnect type orders. • Order management – Provides project management skills, serves as point of contact and order coordinator. The NOC Agent interacts with many of the various departments and Sales personnel during the provisioning process.• Maintain regular and proactive contact with customers on the status of pending orders to ensure a superior experience for the customer.• Responsible for all aspects of order management to include tracking, scheduling and successful fulfillment of orders. Proactive tracking of progression of orders and escalate if delivery dates are in jeopardy. Manage all assigned customer incidents, provisioning tasks and order queues as to ensure timely installation of service.• Manage post conversion activity which includes, completion of all assigned tasks, training customers on new platforms and features and maintaining documents to ensure compliance to workflow process• Must have working understanding of equipment and equipment needs relevant to products sold• Interpret and resolve customer complaints, including making appropriate decisions based on company policy and satisfying the customer• Recommends products/services to customers based on needs-based selling
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Applications being accepted until October 30, 2009
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