Operations Support Specialist - Paducah, KY or Evansville, IN

$37,440 - $37,440/Yr

Metronet - Paducah, KY

Full-time - Entry Level

Paducah, KY

101-250 employees

Telecommunications

About the position

As an Operations Support Specialist at Metronet, you will play a crucial role in ensuring the smooth operation of our Fiber Technicians as they carry out installation activities in the field. This position involves a combination of monitoring, communication, and problem-solving to facilitate efficient service delivery. You will be responsible for daily routing and adjustments of technician routes, ensuring that our field operations workforce adheres to ETA (Estimated Time of Arrival) and TOA (Time of Arrival) compliance. Your role will also include receiving inbound calls from technicians and customers, as well as making outbound calls to provide updates on installation statuses and address any delays that may arise. In this position, you will utilize various software tools to manage tasks related to field operations, including ETA/TOA tracking, Footprints, Q-manager, and Microsoft Office applications. You will assist technicians with any issues they encounter during their activities and communicate effectively with supervisors and managers regarding operational or dispatch challenges. Additionally, you will be involved in special projects as assigned by your department supervisor, contributing to the overall efficiency and effectiveness of our operations. This role requires a proactive approach to problem-solving and the ability to prioritize issues effectively. You will need to demonstrate strong organizational skills and a commitment to teamwork, as you will be working closely with multiple departments to ensure that our customers receive the highest level of service. Your passion for your work and the mission of the company will be essential as you help us continue to grow and serve our communities with cutting-edge fiber optic communication services.

Responsibilities

• Monitor and make adjustments to technician routes as needed.
• Perform daily routing of resources within a region.
• Monitor ETA/TOA compliance for field operations workforce.
• Assist technicians with issues that may arise during an activity.
• Communicate with supervisors and managers about operations and/or dispatch issues.
• Receive inbound calls from technicians and customers.
• Use software tools to manage a variety of tasks to support field operations.
• Place outbound telephone calls to customers to confirm service call visits or gather additional information.
• Complete special projects as assigned by the department supervisor.
• Perform other related duties as defined by the associate's supervisor.

Requirements

• High School Diploma or equivalent is required.
• Experience in computer-based order entry systems is necessary.
• Must be legally authorized to work in the U.S.
• Proficient with MS Word and Excel.
• Strong planning, organizational, and follow-up skills are essential.
• Excellent people and process management skills are required.
• Good analytical and communication skills, sound judgment, and the ability to work effectively with multiple department staffs are necessary.
• Ability to recognize priority issues and escalate accordingly is important.
• Ability to learn new processes and procedures is required.
• A drive to win as a part of a team is essential.
• Passion for your work and the mission of the company is necessary.

Nice-to-haves

• Telecommunications and/or video experience is a plus.

Benefits

• Full benefits package including Health, Vision, and Dental insurance.
• Competitive pay with aggressive 401k match up to 6%.
• Opportunities for career paths, advancement, and skill development.