Dispatch Support in Saint Paul, MN at APEX Systems

Date Posted: 7/2/2018

Job Snapshot

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Job Description

Job #:  833465

Send Resumes to Bwilson@apexsystems.com

Job Description: Dispatch Support Technician 
Monday - Friday 4PM -12AM 

Position Purpose 

This Dispatch Support position is responsible for providing status and resolution for customer reported trouble tickets where off net carriers are involved. This position interfaces with internal departments, outside vendors, carriers, and end user customers. This position has direct impact on the resolution of complex trouble situations. 

Essential Job Functions and Responsibilities 

Essential Job Responsibilities % of Time Spent 
1 Lead/coordinate repair activity with participation from vendors, off net carriers (LEC, CLEC, ILEC), field operations, and internal support organizations 35% 
2 Communicate with customers and others in a repair situation to communicate direction/status of repair 
3 Answer inbound calls from off net carriers (LEC, CLEC, ILEC 
4 Manage internal/external escalations, as required 10% 
5 Place proactive outgoing status calls to customer 15% 

6 After hours testing requests 10% 

Experience/Knowledge Preferred: 

Voice Services 

? 1+ years of technical experience working with customers, networks, communication equipment and/or electronics equipment 
? Ability to understand and isolate physical layer problems. 
? Knowledge of TCP/IP, routing protocols, and IP addressing 
? Ability to work with offnet carriers (LEC, CLEC, ILEC) and/or vendors to resolve trouble issues 
? Technical call center operations experience 

Transport Services 

? 1+ years of technical experience working with networks and communications equipment in a call center/network operations center environment 
? Previous technical call center experience 
? Knowledge DS0 circuits from analog voice to DDS, 64K, point to point private line 
? Knowledge of DS1 circuits: point to point private line and voice 
? Possess basic fundamentals in troubleshooting of DS0/DS1 physical layer 
? Ability to work straightforward trouble and/or maintenance assignments related to network switching equipment in order to resolve routine trouble tickets with the guidance of a senior or lead technician 
? Familiarity of Digital Cross Connect Systems and TL1 
? Understanding of remote DS1/DS0 test platforms 
? Understanding of basic test patterns and interpretation of performance monitoring data 

General Work Competencies / Abilities: 

? Comprehensive customer service skills 
? Effectively manages customer expectations (status and clear description of activities) 
? Able to work independently, meet deadlines, and multitask 
? Ability to communicate effectively to peers and higher levels of management through verbal and written communication 
? Proactively manages communication and escalations, including engagement with customers, vendors, off-net providers
? Effectively manages customer expectations (status and clear description of activities) 
? Accurate and appropriate trouble ticket documentation/closure in multiple internal systems 
? Proven ability to direct problem resolution 
? Performs remote testing and repair activities within network elements