Repair Center Technician
Los Angeles, CA

Job Description

Overview

GENERAL PURPOSE:

The Repair Center Technician's primary function is to conduct first level technical troubleshooting, ticket creation, and first call resolution. Working in a call center environment, they are responsible for answering incoming customer calls and providing excellent customer service.

SUPERVISION RECEIVED:

Works under the supervision of the RROC Supervisor.

SUPERVISION EXERCISED:

None

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Utilize analytical and creative problem-solving skills to resolve customer issues in a timely manner
* Documents every interaction into the Ticket Management System
* Fully documents each call/case
* Displays a professional demeanor and show resiliency in challenging customer situations
* Provides excellent customer service including writing and verbal communication with customers, internal departments, external parties and anyone else as needed
* Ensures that all department metrics are met
* Takes responsibility for identifying their own training and development on an on-going basis
* Generally deals with customers concerning matters that require tact and resourcefulness
* Contacts inter-exchange carriers on customer related issues.
* Interacts with other departments including CADS, Retention, NOC, IOPS, Translations, Switch Maintenance, Field Ops and Escalation Managers.
* Equipment: Reasonable care and operation of standard office equipment.
* Business Contacts: Responsible for maintaining good customer relations.

PERIPHERAL DUTIES:

* Ability to learn and utilize all relevant TelePacific troubleshooting tools.
* Additional duties as assigned

DESIRED MINIMUM QUALIFICATIONS:

Education and Experience:

* BS College degree or equivalent work experience highly preferred.
* 2-3 years call center experience desired.
* 2-3 years telecommunications experience highly preferred.

Multilingual (English/Spanish) a plus.

NECESSARY KNOWLEDGE, SKILLS, AND ABILITIES:

* Knowledge of testing all layer one troubles on inbound calls from customers
* Knowledge of testing and trouble isolation with other underlying carrier testers and field technicians.

Telecommunications, computer networking and repair experience preferred.
* Ability to multitask and participate as an active team member at all times.
* Demonstrate ability to handle difficult customers and situations.
* Must also have good typing and writing skills to perform their duties
* Positive interpersonal communication skills
* Able to identify, isolate, and communicate problems from and to all levels of users
* Able to distill and communicate, both in verbal and written form, technical information in terms customers will understand
* Ability to thrive in a fast-paced, high stress environment

SPECIAL REQUIREMENTS:

* Flexibility to work varied schedules including overtime, weekends and holidays.
* Must be available to work 24/7

TOOLS AND EQUIPMENT USED:

Personal computer, including word-processing, database and spreadsheet programs; calculator, telephone, copy and fax machine.

PHYSICAL DEMANDS:

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* 95% of time will be spent working on a computer and viewing a monitor
* 85% of time will be spent on the telephone with customers and/or other employees
* While performing the duties of this job, the employee is required to sit up to 3 hours at a time and talk or hear. The employee is occasionally required to walk; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms.
* The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT:

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* The noise level in the call center environment is usually moderately quiet.

SELECTION GUIDELINES:

Formal application, rating of education and experience; oral interviews and reference check; job related tests may be required.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.

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