Supervisor, TMG

Deltacom^ is the premier provider of full-service, integrated telecommunication
and technology solutions to customers in the southeastern United States. We are
dedicated to constantly improving the products and service we offer. With more
than 40 locations and over 100 years of company history, exceptional career
opportunities are constantly arising within our organization!Our impressive scope of products and services, and our cutting-edge solutions
demand a talented, energetic team of employees. It is vital to us to attract and
retain the best of the best in the industry. Our employees remain our most
valuable asset and Deltacom^ rewards employees with competitive pay and
benefits. Our corporate culture encourages individuals to strive for their
personal best, succeed and grow!Title: 2nd Shift, Supervisor, TMG:Responsibilities include coordinating and performing the activities within the
group of: answering the phones, speaking with customers, using customer service
skills and troubleshooting practices to determine what the problem/issue is, and
getting that information into our Remedy ticket system in a usable manner.Additional requirements are: taking customer escalations, escalating internal
trouble tickets, monitoring call stats and taking necessary steps to ensure call
metrics are always met. Use of Deltacom’s database resources including the
Facility database, Service Order Processing System, Tracking, AS/400, IXPlus,
MSE, MetaSolv and Call Detail reports. These and other databases will be used
for opening trouble tickets. Initial troubleshooting of facility based (T1
Testing), and 5E and DMS translations issues. Calling customer’s to provide
status of service inquiry. Perform necessary internal escalations. Required to
work with LECs, IXCs, CLECs, customers, and other departments within DeltaCom to
insure resolution of customer problems.Education and/or Experience: High school diploma or GED is required. An
Associates degree in Electronics or related field or 1 to 4 years related
experience and/or equivalent combination of education and experience may be
required. Experience in a leadership role preferable.Qualifications required to perform this job include customer service skills, the
ability to keep precise notes and records of conversations pertaining to
troubles, the ability to put them in our ticket system in a usable manner, and
the ability to use our databases and test systems to resolve problems. Knowledge
of telecommunications technologies as they apply to the duties and
responsibilities of this position. Strong decision making ability and excellent
time management skills. Individual must posses Excellent written and verbal
communication skills and strong organizational and administrative skills.
Computer Skills: Should be familiar with office automation software, Man to
Machine Interface (MMI) Language, Word Perfect or Microsoft Word, Lotus Notes
and Windows.
Location: Anniston, ALTo Find our more, visit us at: http://deltacom.com/careers.aspAA/EEO
REQUIREMENTS
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