Service Assurance Technician

Service Assurance Technician

The primary responsibility of the Service Assurance Technician (SAT) is to respond to customers that are experiencing trouble with voice, data, or video services. Provides escalated repair resolution for the customer. Creates and maintains all trouble record information based on customer reports. Generation of internal and external reporting to monitor trouble tickets. Assist CTC customers with "after-hours" repair calls; evaluate the trouble and dispatch appropriate on-call personnel.

Reports To:

Service Assurance Supervisor

Requirements

* In addition to the above, this position will perform other work related duties as assigned. These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

CTC MISSION:

To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.

CTC VISION:

Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.

Job Family:

This position has two distinct levels within the family of positions. These levels include Service Assurance Technician and Service Assurance Technician Lead. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.

Service Assurance Technician Lead:
This position will perform at the highest level of the job family. The SAT Lead will work closely with the day-to-day operations, identify efficiencies in day-to-day team tasks and will assist the Member Services Supervisor when required. This position requires high level customer service skills with the ability to translate complex information to customers effectively.

The Service Assurance Technician Lead will perform Service Assurance Technician functions in additional to the Lead job requirements.

Service Assurance Technician:
This position will support the day-to-day customer troubles and will respond to customers that are experiencing trouble with their voice, data, or video services.

Supervision Received:

Works under the direction of the Service Assurance Supervisor and/or Senior Management.

Supervision Exercised:

None

Knowledge, Skills, and Abilities:

• Considerable ability to communicate well with a positive and friendly manner, both orally and in writing.
• Excellent skills in operating various office equipment including computers and user software.
• Considerable ability to operate a key system telephone, hear and understand callers and respond orally with appropriate information.
• Ability to update other departments of trouble status and resolution times based on established guidelines.
• Understanding of all CTC products, services and USOC codes. Must be able to translate to customers for their basic understanding.
• Skills in prioritizing and completing multiple projects. The ability to be well organized and accept responsibility for and work under occasional stress situations with frequent interruptions.
• Skill in identifying problems and resolutions.
• Considerable ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
• Ability to follow written and oral instructions.
• Ability to pay close attention to detail and the ability to maintain memory for and attention to numerous details.
• Ability to function effectively as a team player and within a team environment.
• Working ability to make decisions in accordance with established company policies and procedures.
• Ability to sit for long periods of time.
• Advanced ability to follow established processes and meet deadlines.

Education and Experience:

Service Assurance Technician:
High school diploma or GED and/or equivalent in training and experience. Requires experience in customer service or technical operations.

Service Assurance Technician Lead:
Two-year college or technical degree preferred and/or equivalent in…