National Field Support Representative I

JOB SUMMARY

The National Field Support (NFS) Rep I provides technical support to Field Operation Technicians with service activation, trouble resolution, routing, and is responsible for entry-level workload administration and customer interactions involving field technician assignments and job rescheduling functions using assigned tools. Responsibilities include providing support to technicians for residential and commercial video, voice, and data services, resolve customer service support requests, monitor, maintain, adjust, and resolve technician and customer issues.

MAJOR DUTIES AND RESPONSIBILITIES

Actively and consistently support all efforts to simplify and enhance the technician and customer experience.

Provide support to Field Operation Technicians for commercial and residential, video, voice, and data services.

Actively and consistently support workload tasks. Monitor job completion of field technicians and reschedule/cancel jobs to ensure productive time is maximized throughout the day and report any technician that is out of compliance or any issues that impact productivity. Continuously monitor tools to drive technician efficiency. Perform troubleshooting for residential and commercial services.

Monitor, maintain and adjust technicians' route to best provide a seamless appointment availability for customers while accommodating the technician's availability. Investigate, resolve, and escalate technical issues that impair the customer's service or prevent installation. Reschedule appointments in the case that a technician cannot complete the work on site. Assist in driving technician productivity through efficient task handling and support.

Monitor and resolve exception tasks related to the order management system for all related residential and commercial phone order activity. Assist on work order changes, supplements, and disconnects. Ensure technicians are informed accordingly.

Communicate effectively with external customers and internal partners as applicable to investigate, resolve and escalate customer service issues. Respond to customer service requests by prioritizing and dispatching service requests to available installation or service technicians, act as liaison between technician and customer service employees.

Perform other duties as assigned.

REQUIRED QUALIFICATIONS

Required Skills/Abilities and Knowledge Ability to read, write, speak and understand English

Ability to maintain confidentiality of customer and business data at all times

Ability to adhere to local and federal regulations and company policies

Ability to communicate verbally and in writing in a clear and straightforward manner

Ability to multi-task using multiple software programs

Ability to use a computer and software applications and departmental tools

Ability to wear telephone headset

Ability to prioritize and organize information effectively with a keen attention to detail

Ability to work in a fast-paced, high-pressure environment to make decisions and solve problems

Ability to show good judgment and initiative to accomplish job duties

Ability to work independently Ability to work seated for prolonged periods of time

Required Education

High school diploma

PREFERRED QUALIFICATIONS

Preferred Skills/Abilities and Knowledge

Knowledge of telecommunications products and services

Preferred Education

Education in Business, IT, or equivalent work experience

Preferred Related Work Experience and Number of Years

Telecommunication experience 2

Technical call center experience 2

High speed data, video and or telephone experience 2

Dispatch or Customer Service or equivalent work experience 2

WORKING CONDITIONS

Call center and office environment

Exposure to moderate noise level

7-day operation (hours will vary)

Flexibility with work schedule required (weekend, early morning, night shift, etc.)