Operations Technician II

Brightspeed; Charlotte (NC); On-site; USD 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking an Operations Technician III to enhance customer experiences through reliable voice services. In this pivotal role, you will leverage your technical expertise to troubleshoot and resolve issues for both small and large customers. You will engage with various teams to ensure seamless service delivery, while also participating in process improvements and quality assurance initiatives. Join a forward-thinking company that values diversity and inclusion, and is committed to redefining the work experience with a hybrid work model. This is your chance to make a significant impact in a dynamic environment.

Benefits

Competitive Compensation

Comprehensive Benefits

Paid Time Off

Diversity and Inclusion Programs

Qualifications

• Strong knowledge in switch technologies and troubleshooting voice products.
• Ability to manage escalations and provide consultative support.

Responsibilities

• Test and resolve POTS regulated voice services via remote switch access.
• Support escalations and manage tickets for trunk and switch outages.

Skills

Customer Service

Troubleshooting

Technical Knowledge

Communication

Problem Solving

Agility

Collaboration

Education

Certification in Switch Technologies

5+ years experience in switch testing

Tools

TRACS

Salesforce

Automate

RX

Ensemble

Blue Marble

DOCs

Ops Console

Job description

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management,our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!

Job Description

Brightspeed is looking for an Operations Technician III to join our team! As an Operations Technician III, you will be responsible for testing and resolving POTS regulated voice services through remote switch access. The primary job duties involve accessing remote switch tools to test, troubleshoot, engage other fix agencies, and resolve customer troubles for small and large Brightspeed customers.

As an Operations Technician III your duties will include:

• Providing exceptional customer service and utilizing your technical knowledge of Brightspeed ticketing applications and POTS switch troubleshooting tools to best serve the customer
• Strong knowledge of access lines, trunk lines, and the various call switch features serviced to Brightspeed customers
• Provision switches to correct feature code issues, clear voice call issues, pic code and service order corrections, rebuild subscriber line and line equipment number assignment corrections
• Support all levels of escalations including managing of tickets correlated to trunk and switch outages, engaging appropriate fix group including Dispatch, Field management, NOC, Translations, Solutions/Care, Engineering, connecting Telecommunication Carriers and other fix groups as necessary to ensure issues are resolved
• Support project work, including process improvement, metric reporting and analysis, peer technical training and quality assurance
• Perform user-acceptance testing for system releases as related to Voice products
• Complete root-cause analysis of escalated issues to determine system, process, or training issues that need to be addressed
• Proficient in utilizing applications of TRACS, Salesforce, Automate, RX, Ensemble, Blue Marble, DOCs, and Ops Console
• Provide consultative support as a subject matter expert to resolve feature, voicemail, LD and other POTS products and services to ensure customer trouble resolution

Qualifications

WHAT IT TAKES TO CATCH OUR EYE:

• Strongly proficient in the following switches, Nortel DMS100, DMS10, Lucent 5ESS, DCO, GTE/GTD5, and Siemens EWSD. Certification a plus.
• Preferred 5+ years experience in switch testing
• Extensive knowledge and effective ability to troubleshoot the following voice products and services:
• B1: Access lines and trunk lines and switched features
• Centrex: Analog and Digital sets and features
• ISDN BRI lines: Basic Rate Integrated Services Digital Network
• Hosted IP/Centre
• T1 Bundle: Call Forward request
• Emergency Reroutes: Pre-built reroutes for T1 services
• Ability to work flexible hours, including evenings, weekends, and holidays
• Strong PC / data entry knowledge and experience
• Innovation & Agility
• Ownership & Accountability
• Communication & Self Awareness
• Customer-first mindset
• Sense of urgency
• Collaboration & Alignment
• Effective decision making

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We are opening a new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area who are interested in a hybrid remote/office work arrangement. As always, however, we are also open to providing sensible remote options to talent outside of the Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.

When we bring our authentic selves to work, everyone is better as a result. A diverse team helps us be fierce advocates for more accessible, inclusive and high-quality internet, because we believe doing so promotes equity in the communities we serve.

Brightspeed is an Equal Opportunity Employer

For all applicants, please take a moment to review our Privacy Notices:

• Brightspeed’s Privacy Notice for California Residents
• Brightspeed’s Privacy Notice