Service Assurance Agent

Job Summary BCN’s Repair organization provides critical restorative service to customers. This is a customer-facing position. Repair agents are required to troubleshoot issues on products, correct any trouble remotely, or engage business partners to facilitate a repair. Work Atmosphere Call center environment; technical customer service; team oriented. Qualifications and Skills
· Familiarity with carrier products and services such as VoIP / Hosted Solutions, POTS Replacement (PoLTE), SD-WAN, Wireless IP, PRIs, DIA/Ethernet, DIA/Fiber, FTTI, Broadband Coax, Broadband DSL, POTS, Long Distance and Toll Free.
· The candidate must have the ability to communicate well in both oral and written form.
· The candidate must have the ability to multi-task and stay organized at all times.
· Technical understanding of basic IPv4 terms and what they are for (IP address, netmask, default gateway, DNS) is a plus.
· Knowledge of Windows-based GUI systems is a plus. Responsibilities and Duties
· Generate tickets on BCN's system for telephone calls and emails received from customers and partners.
· Troubleshoot the reported issue to resolution, which may include coordination with our business partners. Coordination may be via portal, telephone, email or all the above.
· Daily follow-up on previously reported troubles and update the customer with new status.
· Daily follow-up on previously reported troubles and record the resolution; verify the repair with the customer.
· Regular overtime rotation is mandatory. Required education:
High school or equivalent

Required experience:

Telecom: 1 - 2 years Job Type: Full-time in office position (not remote)