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Test and Activation (TAC) Analyst

Atlantic Broadband Rochester Full-Time
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Test and Activation (TAC) Analyst

Job Responsibilities:

  • Assist & educate inter-departmental staff with order processing/telephony changes as needed.
  • Work with 3rd party vendor(s) to escalate and ensure prompt resolution to any customer impacting porting, provisioning and switch related events up to and including carrier outages.
  • Perform telephony diagnostics for single customer troubles via integrated tools and act on results to reduce MTR (mean time to repair).
  • Monitor orders for all hosted and ported telephone numbers through web-based applications. Report errors or issues appropriately to fix agents and/or Service Activation Analyst.
  • Monitor and escalate service degraded events to Network Operations Center according to business rules.
  • Manage and resolve Local Number Portability fallout report between ABBt and third party providers.
  • Assist field personnel with telco port activations and/or conflicts on a daily basis.

Test and Activation (TAC) Analyst

Job Qualifications: 

  • Knowledge of HFC infrastructure and operation to include Rf plant infrastructure and CPE.
  • Ability to identify and isolate customer related telephony events in a timely manner and escalate through resolution.
  • LEC, CLEC, VoIP product knowledge and/or operation experience is desired.
  • Order entry/billing system/trouble ticket experience.
  • MUST be able to adapt to an ever-changing operational environment. Change orientated.
  • Problem solving: Ability to identify and isolate troubles in compliance with metrics and be able to constructively handle misc. projects or task in between daily operational assignments.
  • Time Management: MUST be able to manage & prioritize daily tasks and remain flexible at all times.
  • Communication: strong verbal, written, and listening skills.
  • Ability to work effectively with others and promote a positive working environment.
  • Decision making: Ability to make and support sound decisions given the information available.
  • Subject-matter knowledge: Digital Voice/VoIP/Telco experience preferred.

An Equal Opportunity Employer

Skills required



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Atlantic Broadband is a TV, Internet and Phone service provider on a mission to deliver compelling, flexible and reliable services plus amazing local support to the residential and business communities it serves.

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