Job DescriptionOperations Specialist II
Location: Kansas City, MO
Duration: 12 months Description:
- Network assignment and pre-provisioning technical expert that provide superior technical support and build successful long-term relationships with both internal and external clients for internal workflow applications and sales tools. Troubleshoot, escalate, and respond to product support requests. Communicate effectively with engineering and other technical groups to enhance products and resolve customer issues. Ensure prompt resolution of technical challenges.
Network pre-provision: monitor and create tickets for network pre-provision to ensure Customer install appointments are met.
Outage tracking: track outages to aid operations manager's analysis of our infrastructure's health and customer serviceability.
Method of procedure (MOP) tracking: track and aid in managing MOPs to ensure they follow proper procedures and to reduce delays
Customer escalations: direct customer escalation issues to proper channels and ensure the issues are resolved.
Customer Installs: track and follow up on installs to ensure the installs are completed in a timely manner.Top Skills:
Field experience working on established fiber system
Strong customer communications skills
Strong Administrative/ Computer System Skills
Experienced in MS office or Google G-Suite Skill/Experience/Education:
- BA/BS Telecom Degree or equivalent. 2 years telcom/cable industry Experienced in MS office or Google G-Suite Strong customer communications skills Excellent analytical and problem solving skills Experience in technical support, QA, or workflow support. Strong troubleshooting and problem-solving skills. Strong written and verbal communication skills.
Direct Telecom/Cable field experience Database managementSkills: Skill Name Level Years Mandatory (Yes/No)
Field experience working on established fiber system 3 0-3 Years Yes
Strong customer communications skills 4 4-5 Years Yes
Experienced in MS office or Google G-Suite 4 4-5 Years No
As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.