What are the responsibilities and job description for the Technical Support Specialist III position at Silver Star?
General Summary:
Perform skilled technical duties relating to the turn up, testing, maintenance and provisioning of all broadband equipment and services. Advanced testing and troubleshooting of CPE. Responsible for ensuring that Enterprise and VIP customers receive exceptional customer service related to higher tier troubleshooting.
Essential Job Functions / Certifications:
- Using exceptional customer service skills, works with customers to diagnose and troubleshoot hardware, software, or service-related problems in a timely manner, and escalates as necessary.
- Test and turn up all technology platforms, in coordination with technicians according to engineered work orders or service orders in compliance with RUS and NEC standards.
- Perform turn-up and test provisioning of internal Network Elements i.e., Calix DLC equipment
- Test, and troubleshoot data/Ethernet circuits from the COE to the NIU, ONT or CPE.
- Provision, and maintain services on the distribution network from the COE to the demarcation point.
- Monitor network alarms in CMS, troubleshoot remotely and work with broadband technician to replace if necessary.
- Perform advanced testing on trouble tickets and ticket escalations across all technology platforms.
- Perform advanced provisioning/troubleshooting on Customer Premise Equipment (CPE), business accounts, special circuits, and VIP customers.
- Software support providing technical assistance, develop, test, install, configure, maintains, and creates reports within the OSS/BSS software or any other software.
- Provide individual and group instructions as needed on the use of equipment, software, products, and provisioning standards/procedures.
- Monitor provisioning software for errors and be proactive in fixing them.
- Create and maintain procedural and training documentation for internal staff and 3rd party technical support.
- Create auto provisioning rules to communicate with other software applications.
- Creates plant cuts including DLC cutovers and fiber cuts, verifies accounts for accurate records and corrects discrepancies and reports them to engineering team. Provisions ports and switch for cutover., notifies appropriate departments in compliance with tariffed guidelines.
- Acts as an interface between staff and NISC for routine questions, and problem solving.
- Adhere to all corporate and departmental policies and procedures.
- Calix Cloud Management. Monitoring workflows, deploying firmware upgrades.
- Actively testing new products on our network and with our existing software before deploying to the subscriber base.
- Take a lead role in workflow management of order queues to include service orders and trouble tickets.
- Take a lead role in management of ACD call handeling and ensuring that staff is available to take inbound calls.
- Take a lead role in updating department KPI's, running necessary reports needed within multiple systems
- Other duties as assigned.
- Network Plus Certification – Preferred
- Security Plus Certification - Preferred
Minimum Education Requirements:
- Associates degree or 4 years of experience.
- Ability to hold a valid Wyoming or Idaho Driver's License.
