Technician Support

4 weeks ago

Mon Village, India Conch Technologies Inc Full time
Hi Greetingsfrom Conch Technologies Inc Position:Technician SupportLocation: 100%REMOTEDuration: 12 Months Contract The Role
The primary point of contact for theTechnician Support Center is the handling of incoming calls andchats from Internal work groups. We work in various systems todetermine the serving terminal and availability of cable pair andmiscellaneous assignments and programming for Quantum Fiber POTSBroadband GPON G.Fast and NIC2. We utilize various computer systemsto assist service order processing. We resolve discrepancies toensure orders are processed accurately and utilize ARMOR to processdelayed orders.

Resolution of Quantum FiberOrder fallout within Optius and ODiN and interact with otherinventory systems such as: Calix Adtran Poll DSLAM IMPROV and QMatewhile working directly with field technicians to assist with theirinstallations and repairs.

The MainResponsibilities

Responsible fordaily support functions of Service Delivery. We have various workshifts available Monday through Friday over the weekends and onholidays.
Primarily perform work duties sitting at aworkstation utilizing a computer and telephone for extendedperiods.
Handle incoming calls and chats in aprofessional efficient manner focus on one contactresolution.
Support functions that entail building andmaintaining copper and fiber inventory across a crosssection ofClient service areas. Maintaining inventory databases for outsideplant.
Read and interpret job prints to build plant andGPON inventory into LFACS SWITCH EMS CMS Optius ODiN and ServiceDelivery / NCON. We work with copper fiber and integrated digitalloop inventory for simple and complex provisioning.

Partner with Field Operations Network ServicesEngineering and Construction and other Operations teams to resolvecomplex or multifaceted service/network issues via collaboration byemail or phone.

Act as subject matter experton any issues involving facilities and their proper registrationwithin databases.
WhatWe Look For in a Candidate

Must beable to prioritize multiple projects and perform under strictdeadlines.
Multitasking experience in a fastpacedenvironment prioritizing and completing work tasks with speed andaccuracy in a detailed metricsbased work environment.
Working knowledge of computer software systems utilizing multiplewindow screens email and webbased applications.
Broadknowledge/understanding of how Provisioning and Repair Systemswork/flow together from beginning to end.
Must havestrong communication skills such as probing asking detailedquestions to understand and problemsolving to reachresolution.
Ability to provide efficient quality serviceto both internal and external customers. Resolve customerescalations with delayed order conditions.
Experiencewith problemsolving and utilizing analytical skills to reviewcorrect and resolve record discrepancies.
Candidatesshould be able to work independently with little supervisionutilizing the numerous training materials videos and referencedocuments available. Thanks &Regards NayakTeketiPhone:Email:Web:

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