I have a full time opportunity for a Community Solutions Central Ops Specialist in Morrisville, North Carolina for one of our enterprise clients.
Location: Morrisville, North Carolina
This is a 2pm-11pm shift.
$20-$30/hr - Full Time Opportunity Please see the job description below and let me know if you have any questions.
Responsibilities:- Investigate property equipment as alarms are received and create tickets to document issues, ensuring prompt action
- Enhance the efficiency of the fix agents making a measurable difference in service reliability.
- Monitor Wi-Fi networks, triage alarms, support field technicians and drive swift ticket resolution.
- Communicate with customers via outbound calls and support calls from internal care teams to troubleshoot and resolve issues remotely
- Prioritize and stage severity levels based on outage investigations, managing multiple urgent trouble tickets simultaneously
- Proactively identify area problems using monitoring equipment and escalate significant events to Level 2 or Senior Specialists for review
- Dispatch technicians and collaborate with fix agents to minimize service interruptions and drive efficient restoration
- Set up phone call deflection and trouble call blocking for Managed Wi-Fi issues according to company standards, escalating and documenting issues that require additional coordination
Qualifications: - 2+ years of experience in a 24x7 Operations Center
- 2+ years of cable or telecommunications experience in field operations, HFC plant troubleshooting or maintenance technician roles
- 2+ years of experience in NOC, dispatch, call center or help desk support
- Ability to read, write and speak English
- Knowledge of HFC network concepts, DOCSIS and end-user support principles
- Familiarity with Managed Wi-Fi tools and the ability to use them to troubleshoot basic issues
- Ability to collaborate effectively within a team environment
- Practical problem-solving skills and the ability to address situations with limited standardization
- Proficiency with desktop computer hardware and software monitoring tools for network performance analysis
- Ability to write routine reports and correspondence and produce reports outlining network trends
- Capability to distinguish and identify various colors for alarm state identification in current tools and software
- Two-year degree or certificate with emphasis in telecommunications or IT
Lori Sklarski Senior Technical Recruiter, PRI Technology Lori.sklarski@pritechnology.com Direct:(973)-354-2797
Office: 973.732.5454 x27
Cell: 973.432.9968
www.pritechnology.com