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Job Title:

Dispatch Support Technician - Saint Paul, MN

Job Description:

One of the world’s largest communication companies, our client has an opening for a Dispatch Support Technician  for the Saint Paul, MN location.  Imagine everything that you could learn to advance your career while working at a global communication and IT services company focused on connecting people to the power of the digital world.

This position seeks talented candidates who will put the customer at the center of everything they do. Inquire about this opportunity and you could end up on a diverse and inclusive team where you’ll not only be valued but feel inspired to give your all to get the job done.

This Dispatch Support position is responsible for providing status and resolution for customer reported trouble tickets where off net carriers are involved. This position interfaces with internal CenturyLink departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. 

Job Description: Dispatch Support Technician 

Client is not seeking desk background.  They are specifically seeking someone that has the ability to communicate with and keep local exchange carriers on schedule 
Shift work:  Monday - Friday 4PM -12AM  (Training for one to two weeks on DAY SHIFT) 

Essential Job Responsibilities % of Time Spent  breakdown:

  1. Lead/coordinate repair activity with participation from vendors, off net carriers (LEC, CLEC, ILEC), field operations, and internal support organizations 35% 

  2. Communicate with customers and others in a repair situation to communicate direction/status of repair 20% 

  3. Answer inbound calls from off net carriers (LEC, CLEC, ILEC  10% 

  4. Manage internal/external escalations, as required 10% 

  5. Place proactive outgoing status calls to customer 15% 

  6. After hours testing requests 10% 

Experience/Knowledge Preferred: 

Voice Services 

  • 1+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment 

  • Ability to understand and isolate physical layer problems. 

  • Knowledge of TCP/IP, routing protocols, and IP addressing 

  • Ability to work with offnet carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues 

  • Technical call center operations experience 

Transport Services 

  • 1+ years of technical experience working with networks and communications equipment in a call center/network operations center environment 

  • Previous technical call center experience 

  • Knowledge DS0 circuits from analog voice to DDS, 64K, point to point private line 

  • Knowledge of DS1 circuits: point to point private line and voice 

  • Possess basic fundamentals in troubleshooting of DS0/DS1 physical layer 

  • Ability to work straightforward trouble and/or maintenance assignments related to network switching equipment in order to resolve routine trouble tickets with the guidance of a senior or lead technician 

  • Familiarity of Digital Cross Connect Systems and TL1 

  • Understanding of remote DS1/DS0 test platforms 

  • Understanding of basic test patterns and interpretation of performance monitoring data 

General Work Competencies / Abilities: 

  • Comprehensive customer service skills 

  • Effectively manages customer expectations (status and clear description of activities) 

  • Able to work independently, meet deadlines, and multitask 

  • Ability to communicate effectively to peers and higher levels of management through verbal and written communication 

  • Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers, and CenturyLink field operations (FOPS) 

  • Effectively manages customer expectations (status and clear description of activities) 

  • Accurate and appropriate trouble ticket documentation/closure in multiple internal systems 

  • Proven ability to direct problem resolution 

  • Performs remote testing and repair activities within CenturyLink network elements 





Job ID:
362586

Dept ID:
10600

Location:
Saint Paul, MN
United States of America

Industry:
Online / Full App

Job Type:
Temp Position
Folder Group ID
258

Posted Date:4/5/2019

Domain:arna

Contact: todd.talbert@advantageresourcing.com

Apply for this Position

Job Title: Dispatch Support Technician

Location: Saint Paul, MN

Job Type: Temp Position

Reference ID: 362586

Posted Date: 4/5/2019

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