Community Solutions Field Support Specialist I

About This Role

Provide direct support to field technicians, focusing on break-fix issues and property activations within a team environment. This role is crucial for ensuring efficient field operations and enhancing the customer experience.

Responsibilities

• Provide break fix support to field technicians
• Perform basic troubleshooting and tasks associated with break fix diagnosis and work order entry
• Carry out tasks in support of activating new properties and supporting previously installed properties
• Access and analyze network device configuration for troubleshooting and activation activities
• Provide work order support in adjusting, closing, and Equipment Add or Remove
• Make outbound and receive inbound calls to coordinate proactive maintenance activities for Field Technician teams
• Create, manage and resolve work orders for all activities routed to a field technician
• Maintain strong positive relationships with customers and peer groups
• Apply firmware upgrades when opportunities are identified

Requirements

• Ability to work lawfully in the U.S. without employment-based immigration sponsorship
• Excellent customer service and communication skills
• Basic knowledge of HFC network concepts, DOCSIS and end-user support principles
• Ability to troubleshoot basic WiFi related issues using Managed WiFi tools
• Ability to work well with others as part of a team environment
• Basic knowledge of desktop computer hardware and software (e.g. monitoring tools)
• Ability to use online knowledge systems and search for reference procedures and work aids

Qualifications

• Two-year degree or certificate in telecommunications or IT emphasis preferred
• 2+ years in Cable/telecommunications (Field Ops, HFC plant, Troubleshooting or Maintenance Tech) or NOC, Dispatch, Call Center Tier or help desk support experience

Skills

* Required skills

Benefits