Takes all necessary steps to track work orders, trouble tickets and technicians in the field utilizing a customized database in order to meet company and customer goals. To ensure that customer, supervisor, and technician questions are answered in a timely and professional manner.
Duties and Responsibilities:
Inputs and maintains an accurate computerized customer work order and trouble ticket database.
Closes out 100% work orders daily.
Prioritizes a balance between service orders and trouble tickets.
Follows all dispatch procedures and reports any shortfalls and any recommendations for improvement to the Plant Center Supervisor.
Handles customer questions, complaints and inquiries in an expeditious and professional manner and documents appropriately.
Contacts customer to schedule and coordinate installs.
Notifies technicians of any cancellations prior to the scheduled arrival time.
Answers phone calls promptly and professionally.
Works with technicians in turning up service to include provisioning EMS entries, DMS entries, and working knowledge of auto provisioning
Understands the entire service order flow of all products and has the ability to read and understand all switch log commands.
Demonstrates a clear and consistent understanding of our computerized work unit system.
Performs general offices duties and other assigned projects.
Processes, updates, and reviews electronic switch database information for simple subscriber access loops on telephone.
High school graduate.
Minimum of 3 years’ related experience (preferably in telecommunications and wireless industry).
Basic computer and office skills, including calculators, fax, etc.
Able to handle multiple tasks.
Ability to communicate independently and effectively with customers, employees, supervisors, and managers, both orally and in writing.
Must have excellent customer service skills.
Able to work Monday through Saturday extended hours.
According to the US Bureau of Labor Statistics (BLS), employment of telecommunications equipment installers and repairers is projected to decline 3 percent from 2019 to 2029. Consumers increasingly demand wireless and mobile services, which often require less installation. Candidates with a 2-year degree and strong customer-service skills should have the best job prospects.
According to BLS, the median annual wage for telecommunications equipment installers and repairers was $61,470 in May 2020.
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