Operations Support Specialist

BASIC JOB SUMMARY: 

The main purpose of this job is to prioritize and assign tickets to the appropriate field technicians.  The person in this position is responsible for documenting and maintaining assignments of customer information from plant records.  The Operations Support Specialist relies on instructions and pre-established guidelines to perform the functions of the job and works under immediate supervision.

The Operations Support Specialist is expected to adhere to regulations, Company policies and values, and to represent themselves and the Company in a positive and productive manner. 

Adherence to all standard operating procedures, safe work practices as found in the TEC Safety Handbook, and OSHA guidelines is essential to promote safety of all employees.

ESSENTIAL JOB FUNCTIONS:

The essential job functions and duties described below may not be the only requirements of the position.  It may be necessary to follow other instructions or perform other related duties as required by the company.

• Occasional travel for Company related work using a personal vehicle or a company vehicle, therefore, a valid personal driver’s license and adequate insurance coverage on the personal vehicle is required at all times
• Mange incoming technician telephone calls for customer information including exchanges, service types, etc
• Process customer information from plant records and calculate cable footages for special circuits and determine digital subscriber line (DSL) and Fiber availability
• Interfaces with customers over the phone to schedule a technician repair or install dispatch
• Assist Care, Sales, and/or Marketing when needed to maintain TEC system records regarding availability and tracking service order status

OTHER JOB FUNCTIONS:

• Participate in nonrecurring special projects as requested by management or other departments
• Communicate with other departments regarding the status of projects, service availability, service order installs and trouble tickets
• Receive and process special circuit, hosted private branch exchange (HPBX) and other incumbent local exchange carriers (ILEC) and competitive local exchange carriers (CLEC) service orders
• Compile and analyze historical service order and trouble ticket data using internal applications
• Contact and coordinate scheduled install time with customers
• Schedule and coordinate internal timelines within a service o
• Maintain drop and install calendar working to coordinate internal timelines within a service order
• Special nonrecurring projects as requested by management or other departments

Job Qualifications:

Education/Experience - High school diploma or GED is required. 

Knowledge/Skills/Abilities - Experience in the use of TECs operation systems such as for word processing, spreadsheets, and presentations is beneficial.  This position requires efficient, professional written and verbal communication skills as well as good organization, presentation, and negotiations skills, including maintaining and meeting various deadlines.  The person in this position must possess the ability to multi-task and must be detail oriented with a background in problem solving.