Full TimeUnited States - North Carolina - DurhamPosted 04/23/2021Areas of interest: Call Center, Field Operations, Network Analysis, Network OperationsRequisition Number: 280155BRCOP114
JOB SUMMARY Under general supervision, Implementation Specialist is responsible for performing installation control activities including quality assurance checks in support of maintaining the customer experience. In addition, specialists will assist boundary partners with configuration checks, testing analysis, and property data gathering during property escalation investigation activities.
MAJOR DUTIES AND RESPONSIBILITIES Actively and consistently support all efforts to simplify and enhance the customer experience. Able to perform and analyze network device configuration and advanced configuration checks. Responsible for implementing configuration changes in accordance with established change management processes when requested, requiring operational procedures be performed with minimal customer impact, (i.e. during established maintenance window). Creates and maintains customer profile documentation in their appropriate databases and works with database administrators to ensure consistency of updates. Performs advanced level troubleshooting in support of property escalations and installation activities. Including but not limited to work order entry for escalated tickets, field research and complicated installations on an as-needed basis. Drives field productivity through efficient call handling and support during staging activities, as well as, during field installation. Works in tandem with the regional project management and field teams in preparation of activation activities. Oversees installation projects to ensure all checklist items are completed properly and in a timely manner. Responsible for scheduling of technician visits and sparing order entry in support of property installations. Responsible for staging and implementation checks for properties under installation. Performs Quality Assurance checks on all installation and change management activities. Provides onboarding support to properties during implementation and through property employee turnover. Performs other duties as assigned.
REQUIRED QUALIFICATIONS Skills/Abilities and Knowledge Ability to read, write, speak and understand English Excellent customer service and communication skills Basic knowledge of HFC network concepts, DOCSIS and end-user support principles Ability to communicate professionally, effectively, and courteously with customers, coworkers and constituencies outside the organization using a variety of communication formats (email, chat, in-person, and telephone) Basic knowledge of Managed WiFi tools and basic ability to use the tools to effectively troubleshoot basic WiFi related issues Ability to work well with others as part of a team environment Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists Basic knowledge of Charter products and services and familiar with appropriate terms and abbreviations when discussing industry concepts and issues Basic knowledge of desktop computer hardware and software (e.g. monitoring tools) used to analyze network performance Ability to use online knowledge systems and search for reference procedures and work aids (i.e. paperless resources) Ability to write routine reports and correspondence as well as create or produce reports outlining specific trends in the HFC network to efficiently resolve plant issues Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Ability to distinguish and identify various colors to identify multiple alarm states in the tools and software utilized in the current environment
Education High School Diploma or equivalent Certification in A+, Network+, CCENT, CCNA, or CCNP are a plus Certificate of Project Management preferred
Related Work Experience Number of Years Cable/telecommunications experience (Field Ops, HFC plant 2+ Troubleshooting or Maintenance Tech) NOC, Dispatch, Call Center Tier or help desk support experience 2+
WORKING CONDITIONS Office environment Must be able to work all shifts including evenings, maintenance window, weekends and some holidays
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