Center Operations Technician
Req ID: 3284
Hiring Manager: Robin Duffey
Contractual Job Title: Center Operations Tech
Wage Schedule: A
Location: 821 First Ave N, St Petersburg, FL
Post Dates: 02/07/20 - 02/16/20
Union: IBEW 824 CBA 011
9-1-1 Center Office Technician
The technician can be assigned to perform several functions within the 9-1-1 Customer Care Center. However, there are several basic functions that are common in any center:
- Receive incoming trouble reports from customers
- Screens incoming trouble reports
- Analyze trouble reports
- Test incoming trouble reports
- Resolves trouble conditions
- Clear roadblocks to improve MTTR
The information below details the roles & responsibilities associated with these functions.
The 9-1-1 Center Office Technician’s Roles & Responsibilities are included in, but not limited to the following functions:
- Receives and processes trouble
- Analyzes trouble
- Monitor 9-1-1 alarms.
- Refers troubles to field forces.
- Performs Test Assist for Customers / Vendors &
- Coordinates circuit repair
- Refers troubles to responsible maintenance group(s).
- Requests and provides circuit repair activity
- Provides timely status to the customer on repair activities
- Initiates referrals to technical support
- Recognizes and deals with irate Customers
- Escalates problems inside and outside the
- Restores service to the
- Performs and coordinates Preventive Maintenance
- Recognizes Repeat and Chronic troubles and takes appropriate action necessary to ensure they don’t
Call Receipt: In many centers, the technician acts as the call receipt for the customers. The technician monitors a special call receipt number, take calls from the customers and enter the troubles into the appropriate system. The general duties include but are not limited to the following:
- Answer the call receipt number
- Gather information from the customer
- Enter the trouble report into the system
- Identify & flag irate customer situations and bring these to the attention of the team leader
- Performs other tasks assigned by the team leader
A tester can be assigned as the testing technician to address the incoming testing workload and perform chronic analysis. These functions are broken down into several sub functions and they are:
- Picking a trouble
- Analyzing the trouble
- Deciding on the action to take (handoff or closeout)
- Escalating on a process breakdown
- Returning the circuit to the customer
- Closing out the trouble ticket
- Analyzing Chronic Repeaters
When a tester performs Test Assist to the NID for Customers / Vendors, they must be aware of their responsibilities on testing the regulated section of the circuit and allow the customer/vender to test the non-regulated section of the circuit.
Must be able to successfully complete training including formal and on the job.
Frontier Communications is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.