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Job Details

Field Tech Support DOJ Call Center Rep 1

Company name
Charter Communications

Town and Country, MO

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Job Description:


Apply Now DATE POSTED 01/11/2018 Requisition Number: 210628BR Location: United States - Missouri - Town and Country Area of Interest: Customer Service, Telecommunications Position Type: Full Time JOB SUMMARY

The Day of Job Specialist provides technical support to Field Operation Technicians with service activation and trouble resolution. Responsibilities include supporting provisioning and repair activities for all residential video, voice and data services. Provides administrative assistance to the technicians to include: account information, verification of services, not home verification, and work order processing and completion.


Provide Tier II support to Field Ops Technicians on Day of Job for all residential video, voice and data

Perform basic troubleshooting for all residential services (e.g. provisioning, switch, and network issues). Some of these issues may include problems related to Neustar (SOA), TPV, porting issues, adding or deleting equipment, reconnecting services and repairing modem swaps

Provide technical support for resolution and follow up on inbound voice, data and video reported tech issues. Assist with service fulfillment and support for residential service accounts. Escalate as required

Provide support for installation and repair issues that fallout from the IVR and Tech Mobile systems

Investigate and resolve all installation exceptions and update the technician as required

Ability to access and navigate the following systems and applications such as: CSG, Sigma, Bacclite, WFC, OM, OSM, Device

Management, FireAxe, Safari View, PSP, SOA, Metaswitch, Acision_Voice Log, LAD, RED, eQA; and any other application required to perform job function

Monitor work queues and maintain compliance for all calls in to the Day of Job group. Successfully log all calls in the call tracker to capture reasons for fallout

As required, by-pass automation and manually activate voice services

Provide issue resolution and detection assistance to the NOC and OSS teams during outage situations impacting voice, data and video services. Escalate and provide the necessary examples to properly research for resolution

Monitor and resolve exception tasks related to the Order Management or OSM system for all related residential order activity.

Coordinate requests for changes, supplements, suspensions, and disconnects requiring updates to the dispatched work order; ensure installation technicians are informed accordingly

Support activation of additional services (per customer request) in telephone switch and/or network elements and ensure changes are captured by rescheduling the order or setting up a trouble call as needed

Handle all inbound calls from Field Technicians and escalate as needed

Assist Field Techs with account management, i.e. provisioning of equipment, equipment assignments, work order quality assurance and completion

Verify addresses and assist technicians with locating customer premises

Reschedule non-completed, changed or not ready installation, disconnect or downgrade jobs

Facilitate customer communications between technicians and the Customer Service team by handling inbound calls and messages from technicians related to work order processing, work order quality assurance, and work order completion


Skills/Abilities and Knowledge

Ability to read, write, speak and understand English

Ability to maintain confidentiality

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

Ability to handle multiple projects and tasks

Ability to use personal computer and software applications , including Internet Explorer, Outlook, MS Word, MS Excel

Knowledge of telephone billing systems

Knowledge of telephone products and services

Knowledge of Internet products and services

Knowledge of video products and services

Knowledge of local number portability trouble shooting procedures

Knowledge of CBR (Constant Bit Rate) network architecture, equipment, and software

Knowledge of IP network architecture, equipment, and software

Knowledge of telephone switch activation requirements and software

Knowledge of telephone network element activation requirements and software

Knowledge of telephone regulations for service activation, suspension, disconnects


High school diploma required or equivalent; college coursework or equivalent experience preferred

Related Work Experience - Number of Years

Telecommunication experience or equivalent - 2

Network element provisioning/repair experience - 2

Technical call center experience - 2

High speed data, video and or voice experience - 2


Call center and office environment

7 day operation (hours will vary)

More on Spectrum: Charter Communications reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws. Charter Communications is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status. FCC Unit: 13526 Business Unit: Field Operations Apply Now Apply Later

Company info

Charter Communications
Website :

Company Profile
Spectrum Business has faster Internet, advanced voice services and more HD for your business. Spectrum Business Internet is made to keep your workforce connected with the fastest speeds, plus NO Contract, NO Hidden Fees, & NO Taxes! Only $39.99/mo when bundled. Spectrum Business Voice-Unlimited Long Distance plus advanced Business Calling Features. Only $29.99/mo. with NO Fees. NO Taxes. NO Contract.

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