Operations Technician III

Company Description

At Brightspeed, we are reimagining how people live, work, play and connect by providing fast, reliable internet connections and an awesome customer experience in twenty states throughout the Midwest and South.

Backed by funds managed by Apollo Global Management, our vision is to accelerate the upgrade of copper to fiber optic technologies, bringing faster and more reliable internet service to many rural markets traditionally underserved by broadband providers, while delivering best-in-class customer experience.  

Be a part of the team that will make this vision a reality….designing and building a world class fiber network and creating a customer experience second to none.

Check us out on the web!  

Job Description

Brightspeed is looking for an Operations Technician III to join our team! As an Operations Technician III, you will be responsible for testing and resolving POTS regulated voice services through remote switch access.  The primary job duties involve accessing remote switch tools to test, troubleshoot, engage other fix agencies, and resolve customer troubles for small and large Brightspeed customers. 

As an Operations Technician III your duties will include: 

• Providing exceptional customer service and utilizing your technical knowledge of Brightspeed ticketing applications and POTS switch troubleshooting tools to best serve the customer 
• Strong knowledge of access lines, trunk lines, and the various call switch features serviced to Brightspeed customers
• Provisioning switches to correct feature code issues, clear voice call issues, pic code and service order corrections, rebuilding subscriber line and line equipment number assignment corrections
• Supporting all levels of escalations including managing of tickets correlated to trunk and switch outages, engaging appropriate fix group including Dispatch, Field management, NOC, Translations, Solutions/Care, Engineering, connecting Telecommunication Carriers and other fix groups as necessary to ensure issues are resolved
• Supporting project work, including process improvement, metric reporting and analysis, peer technical training and quality assurance   
• Performing user-acceptance testing for system releases as related to Voice products
• Completing root-cause analysis of escalated issues to determine system, process, or training issues that need to be addressed
• Proficient in utilizing applications of TRACS, Salesforce, Automate, RX, Ensemble, Blue Marble, DOCs, and Ops Console
• Providing consultative support as a subject matter expert to resolve feature, voicemail, LD and other POTS products and services to ensure customer trouble resolution

Qualifications

WHAT IT TAKES TO CATCH OUR EYE: 

• Strongly proficient in the following switches, Nortel DMS100, DMS10, Lucent 5ESS, DCO, GTE/GTD5, and Siemens EWSD.  Certification a plus.
• Preferred 5+ years experience in switch testing
• Extensive knowledge and effective ability to troubleshooting the following voice products and services:
  • B1: Access lines and trunk lines and switched features
  • Centrex:  Analog and Digital sets and features
  • ISDN BRI lines: Basic Rate Integrated Services Digital Network
  • Hosted IP/Centre
  • T1 Bundle: Call Forward request
  • Emergency Reroutes: Pre-built reroutes for T1 services
• Ability to work flexible hours, including evenings, weekends, and holidays  
• Strong PC / data entry knowledge and experience  
• Innovation & Agility 
• Ownership & Accountability  
• Communication & Self Awareness  
• Customer-first mindset 
• Sense of urgency 
• Collaboration & Alignment  
• Effective decision making 

#LI-GF1

Additional Information

WHY JOIN US?

We aspire to contemporary ways of working.

We are committed to being a leader in defining a new way to work because we recognize the changing mindset of today's workforce. We have a brand new, state-of-the-art corporate HQ in Charlotte, NC and our current priority is to make it a truly vibrant destination by hiring talent in the greater Charlotte area. Why? Because our purpose is to reimagine how people work, learn, play and connect!

We offer competitive compensation and comprehensive benefits.

Our benefits and paid time off programs reflect our underlying belief in promoting overall wellness through physical, emotional and financial health. We are committed to building a team as diverse as the customers we serve.

Diversity, equity and inclusion are at the center of our grounding belief in Being Real.