Service Assurance Agent

Company Description BCN is a Managed Network and Technology Solutions Provider that has been delivering customized services since 1994 to help organizations grow, strengthen security, and reduce complexity. The company’s experts guide customers to the right technologies and then secure, manage, and monitor them to ensure reliable connectivity and strong performance. With hundreds of industry partnerships, BCN offers the convenience of one provider, one bill, and one portal for managing services across multiple locations. As a privately held company, BCN supports a diverse customer base nationally and internationally, providing best-in-class solutions supported by personalized service and responsive customer care. Service Assurance team at BCN plays a critical role in delivering exceptional customer experiences by restoring and maintaining the services our customers rely on every day. As a Service Assurance Agent , you will serve as a primary point of contact for customers experiencing service issues, providing timely support, troubleshooting technical problems, and coordinating with internal teams and external partners to drive issues through to resolution. This is a customer-facing role that requires strong communication skills, technical aptitude, and a commitment to delivering outstanding service. You'll troubleshoot voice, data, and network-related issues, resolve problems remotely whenever possible, and collaborate with business partners and service providers to ensure fast, effective restoration when additional support is needed. Key Responsibilities Create and manage service tickets for customer inquiries received via phone, email, and other support channels, ensuring accurate documentation and timely response. Troubleshoot voice, data, and network service issues, resolving problems remotely whenever possible and coordinating with BCN's network and technology providers to facilitate service restoration when additional support is required. Proactively monitor open service requests, providing customers with regular updates on repair status and estimated resolution timelines. Track reported issues through to completion, document resolutions, and confirm service restoration and customer satisfaction before closing tickets. Collaborate with internal teams and external service providers to ensure timely issue resolution while meeting established service level agreements (SLAs). Mandatory participation in rotating on-call and overtime schedule...rotating on-call and overtime schedule to support business continuity and deliver exceptional customer service. #J-18808-Ljbffr BCN