UniTek Global Services Inc

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Customer Support Specialist in Austin, TX at UniTek Global Services, Inc.

at UniTek Global Services Inc

Posted: 8/4/2019
Job Status: Full Time
Job Reference #: J3N5MX6GJZ2S5LD2LH6
Keywords: customer, service

Job Description

Job Description

Job Summary: The Customer Support Specialist will perform dispatching services for trouble tickets. Dispatching services will include, but is not limited to, the following services:

Primary Responsibilities:

  • Receive and route trouble tickets related to all maintenance and repair in multiple markets including, but not limited to, outside plant repair and maintenance, inside plant repair and maintenance, and field splicing services.
  • Oversee day-to-day workload and reporting of field operations workforce coordination services
  • Liaise between different Customer teams on trouble tickets and related Services and escalate issues to Customer as appropriate.
  • Monitor and document data integrity from all tickets prior to implementation of new processes and procedures.
  • Track elapsed time from dispatch to job completion and ensure adherence to service level agreement requirements as defined by the Customer.
  • Liaise between construction team and OSP/ISP contractors to ensure network acceptance is completed in a timely fashion.
  • Maintain and oversee all network acceptance related documents and reports.
  • Assist operations manager with maintenance related items as needed and directed by
  • operations manager.
  • Manage emergency related repairs and customer outages as needed and directed by
  • operations manager.
  • Manage vendors relating to all contracts as directed by operations manager.
  • Liaise between Technicians, Contractors, Vendors and local operations team relating to MOP submissions and schedules.