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Operations Support Specialist Job - Full-time
•30 days ago
| Hours | Full-time |
|---|---|
| Location | Richardson, TX Richardson, Texas |
About this job
Posting Job Title:Operations Support Specialist
Requisition #: 164466BR
Posting Location: Richardson, TX, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Spec, Operations Support for our Commercial Services Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary:
The purpose of this position is to support field technicians by owning the provisioning of all business products. This position also includes the trafficking of all business work orders including routing, quota, dispatching, and closing work orders in order to minimize missed appointments and maximize Technical Field personnel productivity. This position reports directly to the supervisor managing the Operations Support Center (OSC) in the business services field operations team.
Essential Job Functions:
1. Communicates with Technical Field personnel via radio or telephone.
2. Check-in work orders to activate service and apply capitalization codes as called in by Field Personnel.
3. Route all technicians daily and adjust quota to match workforce.
4. Track Chronic customers and reschedules and report to management weekly.
5. Create Static IP ' s, modem configs and push configs to all static customers on installs and service calls.
6. Liaison between tech, PAC and onsite 3rd party vendor for all BCP installs.
7. Work with 3rd party vendors to schedule and port all BCP ported installs without onsite tech.
8. Assist Field Technicians with remote troubleshooting.
9. Back end business class phone provisioning to provide day of install support to technicians.
10. Mirror all CSG actions in web tools like Salesforce.com.
11. Support all ancillary products via web based tools. Ex. Smartdrive, Sonicwall (S.D.I).
12. Lifting and carrying supplies and equipment, up to 25 lbs.
EXPANDED ROLE IN FUTURE TO INCLUDE THE FOLLOWING:
1. Remote access and knowledge for telephone trunking
2. Remedy
3. DNS/DNR registration
4. Port forwarding
5. BSP (Business Services Professional)
Job Requirements:
1. Knowledge of cable industry or service industry is helpful.
2. Experience with CRTs, calculator, 10-key, telephone, cash register and personal computer.
3. Ability to maintain records in a well-organized manner.
4. Good verbal, written and interpersonal communications.
Preferred Qualifications:
Knowledge of CSG, Closetabs, and OMSE a plus.
Education and Experience:
High School Diploma/Recognized Equivalent or minimum of five (5) years of directly related experience required
Prior customer service, tier 3 or dispatch experience.
FCC Unit_TWC: 11551
Controlling Establishment ID: 00505 - Richardson N Greenville Ave
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
Requisition #: 164466BR
Posting Location: Richardson, TX, US
Area of Interest:Administrative/Clerical
Position Type: Full Time
Posting Job Description
Time Warner Cable currently seeks a Spec, Operations Support for our Commercial Services Department. Below please find a brief description of the essential duties and responsibilities required to function successfully in this position.
Position Summary:
The purpose of this position is to support field technicians by owning the provisioning of all business products. This position also includes the trafficking of all business work orders including routing, quota, dispatching, and closing work orders in order to minimize missed appointments and maximize Technical Field personnel productivity. This position reports directly to the supervisor managing the Operations Support Center (OSC) in the business services field operations team.
Essential Job Functions:
1. Communicates with Technical Field personnel via radio or telephone.
2. Check-in work orders to activate service and apply capitalization codes as called in by Field Personnel.
3. Route all technicians daily and adjust quota to match workforce.
4. Track Chronic customers and reschedules and report to management weekly.
5. Create Static IP ' s, modem configs and push configs to all static customers on installs and service calls.
6. Liaison between tech, PAC and onsite 3rd party vendor for all BCP installs.
7. Work with 3rd party vendors to schedule and port all BCP ported installs without onsite tech.
8. Assist Field Technicians with remote troubleshooting.
9. Back end business class phone provisioning to provide day of install support to technicians.
10. Mirror all CSG actions in web tools like Salesforce.com.
11. Support all ancillary products via web based tools. Ex. Smartdrive, Sonicwall (S.D.I).
12. Lifting and carrying supplies and equipment, up to 25 lbs.
EXPANDED ROLE IN FUTURE TO INCLUDE THE FOLLOWING:
1. Remote access and knowledge for telephone trunking
2. Remedy
3. DNS/DNR registration
4. Port forwarding
5. BSP (Business Services Professional)
Job Requirements:
1. Knowledge of cable industry or service industry is helpful.
2. Experience with CRTs, calculator, 10-key, telephone, cash register and personal computer.
3. Ability to maintain records in a well-organized manner.
4. Good verbal, written and interpersonal communications.
Preferred Qualifications:
Knowledge of CSG, Closetabs, and OMSE a plus.
Education and Experience:
High School Diploma/Recognized Equivalent or minimum of five (5) years of directly related experience required
Prior customer service, tier 3 or dispatch experience.
FCC Unit_TWC: 11551
Controlling Establishment ID: 00505 - Richardson N Greenville Ave
More on TWC:
Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.
Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status
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