Bilingual Technical Support Coordinator - Fiber - The Woodlands, TX

Job DescriptionJob Description

The Technical Support Coordinator is responsible for provisioning customer equipment as well as billing between company departments and the NOC. First line of technical customer support for inbound customer chat and phone calls, and email.

General

• Upholds and advocates for Centric’s core values and behaviors as outlined in the Centric Values and Leadership Framework.
• Ensure that all operations are conducted safely and in compliance with all applicable laws, regulations, policies, and procedures.
• Foster a culture of always doing things the right way: the Centric Way (safety, openness, integrity, attention to detail, etc.)
• Collaborate closely with other members of the Customer Service department to ensure that all commitments and requirements are clearly understood.

Responsibilities and Essential Job Functions:

Effectively communicating and escalating alarms, ensuring quick resolution.

Utilizing a network management system via computer terminals to detect environmental alarms.

Completing trouble tickets to document alarms and answering incoming telephone calls to the NOC.

Provide all equipment, including U4, U6, ONTs, and all other necessary fiber-related equipment.

Serves as a backup to the NOC for monitoring outages and assists with customer inquiries, questions, and concerns.

Dispatches Giga Guides and/or Fiber team for any troubleshooting that needs repair, or equipment picks up due to customer cancellations.

Provide customer assistance, education, and recommendations on services, customer equipment, and products.

Interface with customer and technical service departments to collaborate on subscriber issues, develop troubleshooting and corrective action plans, work scheduling, and ticket clearing.

Ensure all work is completed in accordance with all applicable company procedures and in compliance with all municipal, state, and federal laws and guidelines.

Implement and adopt policies, procedures, and reports to assist Centric in growing efficiently while strengthening safety standards.

Support Giga Guides as necessary, which may include functional testing of the network at sites.

Upsells products & services.

Promote marketing and sales efforts during each customer and potential customer contact

From time to time, report back to operations on the status of community development activities – e.g., home build inventory, construction starts, closings, etc.

Monitor and update any fiber network-related issues in HubSpot.

Requirements

• High school diploma or GED.
• 2+ years of experience in a similar technical role within the telecommunications industry
• Bilingual in English and Spanish
• Monitoring network environmental alarms and troubleshooting from a centralized Network Operations/Data Center environment
• Ability to work various shifts, holidays, and/or weekends
• Basic IP Networking skills.
• Data communications, digital communications, operating systems and applications, telecommunications, computer support, project management, and/or power.
• Demonstrated telephone, communications, and interpersonal skills are required.
• Proficiency in the use of computers and software applications, including Microsoft Office.

Requirements:

• Prefer experience in customer service.

• Cisco and/or Unity router and switch familiarity/knowledge.
• Prefer related work experience in a Telecommunications environment where Fiber Optic cable is offered.
• Desired Certifications: CCNA and/or Calix.
• Experience with PON (GPON, XGS-PON, etc.) networks and equipment is helpful

Benefits

• Competitive base pay + bonus

• Great benefits (medical, dental, vision, and more)
• Generous PTO policy Benefits
• 10 company paid holidays
• 401(k) plan with 5% company match

Centric Infrastructure Group is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to , , , , , , , , or veteran status.