Service Assurance Agent

Service Assurance Agent

Job Description

BCN’s Service Assurance organization provides critical restorative service to customers. This is a customer-facing position. Service Assurance agents are required to troubleshoot issues on products, correct any trouble remotely, or engage business partners to facilitate a repair.

Work Atmosphere

Call center environment; technical customer service; team oriented.

Qualifications and Skills

• Familiarity with carrier products and services such as VoIP / Hosted Solutions, POTS Replacement (PoLTE), SD-WAN, Wireless Internet Access, PRIs, DIA/Ethernet, DIA/Fiber, FTTI, Broadband DSL, POTS, Long Distance and Toll Free.
• The candidate must have the ability to communicate well in both oral and written form.
• The candidate must have the ability to multi-task and always stay organized.
• Technical understanding of basic IPv4 terms and what they are for (IP address, netmask, default gateway, DNS) is a plus.
• Knowledge of Windows-based GUI systems is a plus.

Responsibilities and Duties

• Generate tickets on BCN's system for telephone calls and emails received from customers and partners.
• Troubleshoot the reported issue to resolution, which may include coordination with our business partners. Coordination may be via portal, telephone, email or all the above.
• Daily follow-up on previously reported troubles and update the customer with new status.
• Daily follow-up on previously reported troubles and record the resolution; verify the repair with the customer.
• Regular overtime rotation is mandatory.

Required education: High school or equivalent

Required experience: Telecom: 1 - 2 years

Job Type: Full-time in office position (not remote)

Job Type: Full-time

Pay: $50,000.00 - $55,000.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Ability to Commute:

• Boca Raton, FL 33431 (Required)

Ability to Relocate:

• Boca Raton, FL 33431: Relocate before starting work (Preferred)

Work Location: In person

Salary : $50,000 - $55,000