Job Information
Arkansas Employer Network Operations Center Support Technician, Level I in Paragould, Arkansas
This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4647193
Monitors Internet and Fiber to The Home (FTTH) systems proactively for issues and provides technical support to customers using PMUs internet and IPTV systems.
Responds to customer questions/problems via telephone, email, social media, etc.
Helps customers with problems that arise from using or connecting to PMUs Internet systems, including but not limited to FTTH connections and managed Wi-Fi services.
Manages Wi-Fi Pods for customers including but not limited to changing passwords, SSID settings, email changes, and helping customers set up the associated app.
Helps customers with problems that arise from using PMUs IPTV system.
Monitors FTTH and IPTV systems for issues and reports prospective issues to On Call personnel.
Works with in-house billing software to input customers information including provisioning information, etc.
Ensures that customers are properly provisioned with desired services daily.
Logs each customer contact to internal ticketing system to include issue, resolution, etc.
Checks all pending tickets in ticketing database, all voice mail calls to support, and makes any needed customer callbacks.
Works with PMUs call center to help resolve customer issues.
Works with PMUs Fiber department installers and service technicians to help resolve customer issues during installation or service calls.
Tests all returned equipment including Set Top Boxes, Wi-Fi Pods, and ONTs to make sure they are in good working order. Cleans and repairs equipment as necessary.