Repair Agent

Job Title:

Service Assurance Agent

Job Description

Job Summary BCN’s Service Assurance organization provides critical restorative service to customers. This is a customer-facing position. Service Assurance agents are required to troubleshoot issues on products, correct any trouble remotely, or engage business partners to facilitate a repair. Work Atmosphere Call center environment; technical customer service; team oriented. Qualifications and Skills Familiarity with carrier products and services such as VoIP / Hosted Solutions, POTS Replacement (PoLTE), SD-WAN, Wireless Internet Access, PRIs, DIA/Ethernet, DIA/Fiber, FTTI, Broadband DSL, POTS, Long Distance and Toll Free.

The candidate must have the ability to communicate well in both oral and written form. The candidate must have the ability to multi-task and always stay organized. Technical understanding of basic IPv4 terms and what they are for (IP address, netmask, default gateway, DNS) is a plus. Knowledge of Windows-based GUI systems is a plus. Responsibilities and Duties Generate tickets on BCN's system for telephone calls and emails received from customers and partners.

Troubleshoot the reported issue to resolution, which may include coordination with our business partners. Coordination may be via portal, telephone, email or all the above. Daily follow-up on previously reported troubles and update the customer with new status. Daily follow-up on previously reported troubles and record the resolution; verify the repair with the customer. Regular overtime rotation is mandatory. Required education:
High school or equivalent

Required experience:

Telecom: 1 - 2 years Job Type: Full-time in office position (not remote)