Telecom Dispatch Specialist I | Trouble Tickets Support

Shentel in; Edinburg (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Shentel in Edinburg, Virginia, is seeking a Dispatch Specialist to support the Operations Support Center. You will dispatch and track field technicians, coordinate with internal teams, and help manage service orders for multiple service networks.

The role emphasizes customer contact, problem triage, and providing technicians with the information they need to resolve issues. A high school diploma and 1+ year in communications or customer service are required, with telecom experience preferred.

Qualifications

• High School Diploma required.
• 1+ years in communications or customer service required; 0-2 years telecom experience preferred.

Responsibilities

• Keeps track of schedules, routes and field personnel.
• Assures work queue processing across all Dispatch Business Types in all states or areas.
• Dispatches Technicians on troubles and orders.
• Provides additional information to Technician as needed for troubleshooting.
• Provisions customer premise equipment (CPE).
• Assists Technicians when the customer experience or any field metric is in jeopardy due to system issues or limitations outside of the Technician's control.
• Communicates and contacts internal and external customers through various means of interactions.
• Provides support to contractors, vendors, third parties, and internal departments to achieve stated goals.
• Maintains effective contractor relationships through daily communication and leverages systems to support all lines of field operations.
• Collaborate with others under any type of condition.
• Ability to work rotating shifts, including evenings and weekends.

Skills

Genesys/i3

Excel

Word

Visio

Education

High School Diploma

Job description

Shentel in Edinburg, Virginia, is seeking a Dispatch Specialist to support the Operations Support Center. You will dispatch and track field technicians, coordinate with internal teams, and help manage service orders for multiple service networks.

The role emphasizes customer contact, problem triage, and providing technicians with the information they need to resolve issues. A high school diploma and 1+ year in communications or customer service are required, with telecom experience preferred.