Role: ONE CALL SPECIALIST I
Job Description
Responsible for screening One Call Center Locate Ticket requests in order to analyze the location of the dig site using a software application in relation to the company's underground fiber optics network. Accountable for the protection of company fiber and prevention of costly restoration due to a fiber cut or damage by ensuring that the dig site is clear. Working environment operates 24x7 year-round and all specialists are expected to cover the various shifts, holidays or work overtime whenever needed.
Qualifications
Ability to work 24/7/365 flexible hours as needed. Will Range from Morning, Day, Evening, Night and Weekend Coverage.
SHIFTS BELOW:
10:00AM - 7:00PM
11:00AM - 8:00PM
12:00PM - 9:00PM
1:00PM - 10:00PM
Ability to work in a team environment and communicate with customers in a professional manner
An accurate and methodical approach
Good problem-solving skills
The ability to analyze data, recognize problems, and draw quick logical conclusions in a production environment
Above average mathematical acumen
PC skills and be well versed in MS Windows and Office applications
Good communications skills
Good customer care skills
Attention to detail
Ability to plan your work and meet deadlines
Ability to work independently, as well as part of a team
Good knowledge of IRTHNet or other Ticket Management System, Client Office (Word, Excel & Outlook), Ops Console, Map books, GIS Applications and State One Call Center s websites.
Minimum skills required to perform in this role:
One or a combination of any of the following: Associate s or Bachelor s Degree and/or related job experience. Must be able to demonstrate knowledge and abilities. Related/Demonstrated job experience is described as: Similar industry experience via Telecom, Military or Business with similar essential duties. Acquires skills through a combination of formal training and considerable on-the- job experience. May serve as lead and/or primary technical resource within department or work area. High School, GED or equivalent education and relevant experience. 3+ years of related experience.
Ticket analysis. Want to send a clear positive response if the excavator will not impact our facilities. Want to send a conflict response if the excavator will impact our facilities. *Damage prevention to not getting cut is priority.
We work out of a ticket management system that list the locate instruction plus the map showing where work is taking place and our buried assets.
We also support phone calls to direct people to right departments and to answer questions on 811 dig tickets.