Job Search Assistant
Field Support Line Representative
Surf Internet • Byron Center, MI 49315 • Posted 20 days ago
In-person • Full-time • Junior Level
Schedule Hours: Tuesday - Saturday - 10:30 AM - 7:00 PM EST
(Monday - Friday during training)
As a Field Support Line Representative, you will play a crucial role in facilitating and troubleshooting FTTH installations by interacting with the fiber installation teams. You will be responsible for answering calls, identifying, mitigating, and escalating issues technicians encounter in the field, ultimately ensuring installation success.
Reports to: Fiber Installation Manager
Job Status: Non-Exempt
Responsibilities:
* Provide real time support to field technicians.
* Ensure high-levels of installation success by working with and challenging the technicians to explore all possible solutions for successfully completing their installations.
* Utilize our fiber mapping software to reference and guide technicians.
* Escalate to and coordinate with the Network, Construction, and Splicing teams to resolve issues encountered by the technician in real time.
* Assist in helping technicians with initial VoIP installation.
* Assist in identifying and diagnosing equipment related issues.
* Assist with troubleshooting and diagnosing issues with our services during service and repair work
* Review all requests to incomplete an install by identifying alternative solutions/methods for running the drop.
* Must be able to accurately document and review account information utilizing our OSS/BSS software.
* Other duties as assigned
Qualifications
* Education Level : High School Diploma or equivalent.
* 1-3 years telecom field experience preferred
* 1-3 years help desk experience is a plus.
* Ability to sit for extended periods of time
* Self motivated.
* Extensive attention to detail.
* Excellent verbal and written communication skills.
* Must be able to commute to our La Porte, IN or Elkhart, IN, or Byron Center Office.
* Outstanding work ethic.
* Reliability. Team Player Mentality.
(Monday - Friday during training)
As a Field Support Line Representative, you will play a crucial role in facilitating and troubleshooting FTTH installations by interacting with the fiber installation teams. You will be responsible for answering calls, identifying, mitigating, and escalating issues technicians encounter in the field, ultimately ensuring installation success.
Reports to: Fiber Installation Manager
Job Status: Non-Exempt
Responsibilities:
* Provide real time support to field technicians.
* Ensure high-levels of installation success by working with and challenging the technicians to explore all possible solutions for successfully completing their installations.
* Utilize our fiber mapping software to reference and guide technicians.
* Escalate to and coordinate with the Network, Construction, and Splicing teams to resolve issues encountered by the technician in real time.
* Assist in helping technicians with initial VoIP installation.
* Assist in identifying and diagnosing equipment related issues.
* Assist with troubleshooting and diagnosing issues with our services during service and repair work
* Review all requests to incomplete an install by identifying alternative solutions/methods for running the drop.
* Must be able to accurately document and review account information utilizing our OSS/BSS software.
* Other duties as assigned
Qualifications
* Education Level : High School Diploma or equivalent.
* 1-3 years telecom field experience preferred
* 1-3 years help desk experience is a plus.
* Ability to sit for extended periods of time
* Self motivated.
* Extensive attention to detail.
* Excellent verbal and written communication skills.
* Must be able to commute to our La Porte, IN or Elkhart, IN, or Byron Center Office.
* Outstanding work ethic.
* Reliability. Team Player Mentality.