About the position
The Assigner ATAC position at Windstream is a remote role that plays a crucial part in supporting field technicians, customer care centers, and facility provisioning groups. This role is essential for ensuring smooth operations related to new customer installations, managing facility assignments, and handling order modifications or cancellations. The individual in this position will be responsible for troubleshooting service delivery issues and maintaining accurate records of customer service interactions. The role requires a proactive approach to problem-solving and a commitment to providing excellent customer service in a fast-paced call center environment. In this position, you will handle inbound contacts from Windstream technicians, accessing and updating customer facility records as needed. You will be expected to manage multiple chat sessions simultaneously while researching and assigning facilities on customer accounts. Assisting technicians with installation orders and troubleshooting is a key responsibility, ensuring that services are functioning correctly, including broadband provisioning. You will also be tasked with maintaining facility records accurately and provisioning equipment across various vendor platforms, including Calix and Adtran ONTs, as well as programming voice services in multiple switch platforms. The role demands excellent communication skills, both verbal and written, as you will need to convey technical information and escalate issues to management when necessary. The ability to work flexible shifts, adapt to changing schedules, and maintain excellent attendance is crucial. The position requires strong organizational and analytical skills, as well as the ability to collaborate effectively with team members. A high school diploma or equivalent is required, along with at least four years of experience, including three years directly related to the job. College hours or a degree may substitute for some experience, as deemed appropriate.
Responsibilities
- Handle inbound contacts from Windstream technicians in a call center environment.
- Access and update customer facility records.
- Handle 2 chat session interactions simultaneously.
- Research, assign and update facilities on customer accounts.
- Assist technicians with installation orders, troubleshooting and testing them to ensure they are working correctly to include broadband provisioning.
- Properly maintain facility records for customer accounts.
- Provision equipment across various vendor platforms and equipment types, including but not limited to Calix and Adtran ONTs, Actiontec, Sagemcom and Polycom ATA Devices.
- Program voice services in multiple switch platforms to include fiber voice installations.
- Assist technicians with order modifications and cancellations.
- Communicate technical and escalated issues to management.
Requirements
- Ability to work flexible shifts and adapt to changing work schedules, extended hours or weekends as required.
- Excellent attendance and punctuality.
- Good verbal and written communication skills.
- Strong time management, organizational, and analytical skills.
- Ability to collaborate well with others.
- Ability to multi-task, problem solve and provide an excellent customer focused experience.
- Working knowledge of Salesforce, MIROR, MetaSolv, DCRIS, CAMS, Neustar SOA, WINCare, BPMS, and TDM/VoIP switch platforms (DMS100, DMS10/CS1500, GTD5, DCO, EWSD, Metaswitch or Metaview Web), Calix, Adtran.
- Technically minded with strong attention to detail.
- Highly self-motivated with the ability to work independently, innovative and able to work well under pressure.
- Learns new processes quickly and adapts well to system transformations or process updates.
- High School diploma or equivalent and 4+ years' experience with 3+ years directly related to the job.
Benefits
- Medical, Dental, Vision Insurance Plans
- 401K Plan
- Health & Flexible Savings Account
- Life and AD&D, Spousal Life, Child Life Insurance Plans
- Educational Assistance Plan
- Identity Theft, Legal, Auto & Home and Pet Insurance
