Service Assurance Technician

Service Assurance Technician

The primary responsibility of the Service Assurance Technician (SAT) is to respond to customers that are experiencing trouble with voice, data, or video services. Provides escalated repair resolution for the customer. Creates and maintains all trouble record information based on customer reports. Generation of internal and external reporting to monitor trouble tickets. Assist CTC customers with "after-hours" repair calls; evaluate the trouble and dispatch appropriate on-call personnel.

Reports To: Member Services & Government Affairs Manager

CTC MISSION:

To empower our members, employees, and communities through exceptional service and life changing technology solutions for a sustainable future.

CTC VISION:

Through technology leadership, smart growth, and community engagement, our cooperative will demonstrate extraordinary focus to positively transform those we serve.

Job Family:

This position has two distinct levels within the family of positions. These levels include Service Assurance Technician and Service Assurance Technician Lead. All levels of this job family will be cross-trained and work as a team to service the responsibilities placed on the group in its entirety.

Service Assurance Technician Lead : This position will perform at the highest level of the job family. The SAT Lead will work closely with the day-to-day operations, identify efficiencies in day-to-day team tasks and will assist the Member Services Supervisor when required. This position requires high level customer service skills with the ability to translate complex information to customers effectively.

The Service Assurance Technician Lead will perform Service Assurance Technician functions in addition to the Lead job requirements.

Service Assurance Technician : This position will support the day-to-day customer troubles and will respond to customers that are experiencing trouble with their voice, data, or video services.

Supervision Received:

Works under the direction of the Member Services & Government Affairs Manager and/or Senior Management.

Supervision Exercised:

None

Knowledge, Skills, and Abilities:

• Considerable ability to communicate well with a positive and friendly manner, both orally and in writing.
• Excellent skills in operating various office equipment including computers and user software.
• Considerable ability to operate a key system telephone, hear and understand callers and respond orally with appropriate information.
• Ability to update other departments of trouble status and resolution times based on established guidelines.
• Understanding of all CTC products, services and USOC codes. Must be able to translate to customers for their basic understanding.
• Skills in prioritizing and completing multiple projects. The ability to be well organized and accept responsibility for and work under occasional stress situations with frequent interruptions.
• Skill in identifying problems and resolutions.
• Considerable ability to establish and maintain effective working relationships with other employees, the general public and to deal with public relations problems courteously and tactfully.
• Ability to follow written and oral instructions.
• Ability to pay close attention to detail and the ability to maintain memory for and attention to numerous details.
• Ability to function effectively as a team player and within a team environment.
• Working ability to make decisions in accordance with established company policies and procedures.
• Ability to sit for long periods of time.
• Advanced ability to follow established processes and meet deadlines.

Education and Experience:

Service Assurance Technician : High school diploma or GED and/or equivalent in training and experience. Requires experience in customer service or technical operations.

Service Assurance Technician Lead : Two-year college or technical degree preferred and/or equivalent in experience. Two or more years of customer service or technical operations experience.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is frequently required to see; hear; talk; grasp; feel and finger equipment to complete assigned job tasks. This position requires prolonged periods sitting at a desk and working on a computer. The employee is regularly required to be able to stand; walk; lift; climb; stoop; kneel; pull and push. The employee frequently must be able to lift up to 25 pounds.

Travel:

Some travel may be required for the purpose of meetings and trainings. Overnight travel may be required if traveling outside of CTC's existing service area.

Supportive Relationships:

Internal - All employees should work together toward a common goal of continued progress of the company. The employees shall attempt to maintain pleasant working relationships with those in their own and other departments.

External Employees shall remember that quality service is the only reason that the company is in existence. To the individual customer, that employee is CTC.

Work Environment:

While performing the essential duties of this job, the employee is regularly exposed to moderate noise (i.e. business office with computers, phone, printers, light traffic); ability to work in a confined area (i.e. office, cubicle); and ability to sit at a computer terminal for an extended period of time.

This factor measures the surrounding and physical conditions under which a job must be done and the extent to which those conditions make the job disagreeable. Consider the presence and relative amount of exposure to dust, dirt, heat, fumes, containments, cold, noise, vibration, wetness, etc.

• Good working conditions with the absence of disagreeable conditions

Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

Key Responsibilities

Customer Support 45%

1. Provide customer support to all CTC members (residential and business).
2. Is responsible for taking the first step in isolating trouble complaints, advising customer on proper operations of services, and verifying trouble before dispatching personnel.
3. Monitors service quality by tracking and following up on trouble and service complaints.
4. Provides regular follow-up to business customers on status of trouble tickets to completion and within the established service assurance timeframes.
5. Answers queue calls quickly to attempt FCR "first call resolution" for our members to enhance the quality of customer service they receive.

Repairs & Troubleshooting 45%

1. Submits and clears trouble tickets through the CTC ticketing systems and logs information as appropriate.
2. Adept at locating customer information in CTC's CRM systems and understanding of the information to best serve the customer.
3. Works closely with all CTC departments and vendors to diagnose and fix customer troubles.
4. In conjunction with the Member Services Technician(s), install, repair, provision, and troubleshoot customers CPE and network equipment.
5. Responsible for providing technical support to Internet customers by troubleshooting software and hardware problems and explaining features and service changes.
6. Responsible for providing technical support to Video customers by troubleshooting software and hardware problems and explaining features and service changes. Escalates complex issues to network or dispatch when appropriate.
7. Responsible for troubleshooting voice issues by diagnosing software and hardware problems and explaining features and service changes. Escalates complex issues to COE or dispatch when appropriate.

Equipment Management 5%

1. Provision and stage CPE units.
2. Completes service orders in CTC's CRM (Customer Resource Manager) when making changes of CPE when provisioning products and services.
3. Processing returned CPE and verify if it is operational. If needed, process for RMA (returned material authorization). Work closely with the Purchasing and Inventory Specialist for processing.
4. Verifies CTC CRM to be sure that the customer has proper equipment assigned to them on every trouble. Escalates to plant if needed for record updates.

Other Responsibilities 5%

1. Special projects will be assigned in this position for research, review, and analysis.
2. In a network or customer emergency situation, Service Assurance Technician, may be required to work outside of regular business hours.
3. Mandatory participating in on-call rotation schedule.
4. Must protect the confidentiality of customer's financial and personal information.
5. Any other duties assigned by the Service Assurance Supervisor and/or Management.

CTC offers employees a comprehensive compensation package with excellent benefits that include single and family medical, vision, and dental plans. Company