Supervisor, Community Solutions Service Ops
The Sup, Community Solutions Service Operations (CSSO) responsible for supervising the team members that provide remote support to the field operations technicians during and following the installation of the Managed Wi-Fi Services for Community Solutions customers. The supervisor is responsible for the hiring, training, development, and performance evaluation of the team. Works to maximize customer satisfaction through quality implementation and activation of services and operational excellence of the customer premise network.
- Actively and consistently support all efforts to simplify and enhance the customer experience.
- Responsible for overseeing all aspects of the installation and activation of managed wifi services and works closely with teams outside of the CSSO to ensure operational transparency and collaborations between teams.
- Ensures responsiveness from direct reports in promoting first time resolution of installation, activation, and other support activities during all project phases.
- Supervises a team of specialists managing the day-to-day operations of installation activities of centralized and distributed Wi-Fi LAN networks.
- Possesses a strong understanding of the installation, working with the Internal Teams and the with local onsite installation team to install all equipment and activate equipment according to design specifications
- Ensures team members update all property documentation (NAF, LLD, associated MOP) including customer portal profiles.
- Oversees all configuration change requests initiated through ICB, MACD, break fix, and proper audit channels.
- Communicates and assists with leading Wi-Fi testing strategies.
- Verifies the onsite installation team has completed all of the tasks in the Wi-Fi installation Checklist to include obtaining a signed certificate of completion from the customer.
- Verifies the customer portal is accurate, all documentation and photos are uploaded to the activation form; and the portal is moved from staging to production.
- Ensures team follows process and procedures for installation of Wi-Fi networks.
- Assigns team members to resolve Trouble Call Tickets (TC); Special Request Orders (SRO) associated with the installation and post activation support activities.
- Responsible for monitoring, tracking team statistics, and performance, Service level components, quality, Trouble Calls, Service Orders, Moves, Adds and Changes (MAC) and Productivity targets & indicators.
- Coach and Counsels where needed.
- Participates in meetings with various internal and external parties to meet critical dates and create solutions to production barriers.
- Assists in managing the Specialist availability including monitoring adherence to shift pattern and schedules.
- Manages escalations and special requests from internal customers.
- Works very closely with team members to solve installation troubles as they occur.
- Possesses a strong level of understanding Cisco IOS, Brocade Ethernet routing switches, Ruckus Cloud Controllers, Nomadix Gateway, Microtik routers and various equipment associated with the network.
- Perform other duties as assigned.
Required Skills/Abilities and Knowledge
- Ability to read, write and speak English
- Working knowledge of network design using MS Visio
- Ability to resolve escalated issues in Cisco & Broacade Ethernet Routing Switches, to include programming downed equipment remotely
- Ability to resolve escalated issues in Ruckus VSz and ZD Controllers to include programming Access Points, WLANs, WLAN groups and AP Groups
- Ability to resolve escalated issues in Nomadix Gateway to include programming DHCP protocols, AAA, Ethernet WAN interfaces, client supported devices, routing tables and DNS issues
- Familiarity in implementing and troubleshooting dynamic routing protocols: RIPv2 and RIPng, and OSPF Strong Familiarity with IPv4 and IPv6
- In-depth understanding of popular network communications protocols such as DHCP, DNS, RPC, HTTP, SNMP, and ICMP
- Familiarity with Ethernet and the surrounding technology such as Spanning Tree Protocol (IEEE 802.1w and 802.1d), Trunking (IEEE 802.1q)
Required Education
- Associates degree in electronics or related field, or equivalent work experience; or one to two years related experience and/or training; or equivalent combination of education and experience.
Required Related Work Experience and Number of Years
- Dispatch or Customer Service or equivalent experience - 1
- Experience in an Operations Center Environment - 2
- Commercial Wi-Fi networks experience - 1
- Wireless access point (WAP), wireless router experience - 2
- Networking design, implementation, and operations - 2
Preferred Education
- Certificate in A+, Network+, CCENT, CCNA, or Ruckus Wise Certification are a plus
Preferred Related Work Experience and Number of Years
- Supervisory or leadership experience - 1+
WORKING CONDITIONS
- Travel less than 15%
- Office environment
- Must be able to work all shifts including evenings, after hours, weekends and some holidays
EOE
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability
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