Maintenance Technician 1

Job Title: Maintenance Tech. 1Job 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
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
REQUIREMENTS
See job description for more details