Maintenance Tech 1

Job Title: Maintenance Tech. 1 Job Description: Responsibilities include 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. 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 ITC^DeltaCom to insure resolution of customer problems. Department is 7 x 24 x 365. Essential Duties and Responsibilities: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Handles large volumes of incoming calls; initiates orders for customer requests; explains products, services, and billing procedures to customers. Multitasking is essential. Must be able to work shift work, Ability to use the DeltaCom Remedy ticket system Use good customer service skills, using our mission statement as a guideline. Use and understand our MetaSolv, Facility database, and tracking and service order processing systems. Work with LEC, IXC, CLEC’s, as well as customers, vendors, and other departments to insure service is restored in an expedient and satisfactory manner, for all parties concerned. Verify order information is accurate and complete and maintain working knowledge of correction procedures. Participate in On-the-Job training programs to receive additional job skill training. With a strong emphasis on self-motivation to obtain additional job skills. Qualifications: 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. Ensure departmental goals; implement and maintain procedures/policies relating to productivity and quality. Possess ability to apply new information and skills swiftly and effectively. Possess ability to adapt and be flexible to change. Possess ability to train others on routine and complex tasks. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. Language Skills: Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write reports and correspondence, to speak effectively to service providers or fellow employees while accomplishing duties. Possess outstanding telephone etiquette ability. Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Physical Demands: The physical demands described here are representative of those that must be met by employees to successfully perform essential job functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions Work Environment: The work environment characteristics described here is representative of those encountered by an employee while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job. Most work is performed in a climate-controlled environment. Computer Skills: Requires computer literacy. Should be familiar with office automation software, Man to Machine Interface (MMI) Language, Word Perfect or Microsoft Word, Lotus Notes and Windows. Job Location: Anniston, AL Website: http://deltacom.com Career Center: http://deltacom.com/careers.asp AA/EEO
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