Operations Technician III

Brightspeed is looking for an Operations Technician III to join our team! As an Operations Technician III, you will be responsible for testing and resolving POTS regulated voice services through remote switch access.  The primary job duties involve accessing remote switch tools to test, troubleshoot, engage other fix agencies, and resolve customer troubles for small and large Brightspeed customers. 

As an Operations Technician III your duties will include: 

• Providing exceptional customer service and utilizing your technical knowledge of Brightspeed ticketing applications and POTS switch troubleshooting tools to best serve the customer 
• Strong knowledge of access lines, trunk lines, and the various call switch features serviced to Brightspeed customers
• Provision switches to correct feature code issues, clear voice call issues, pic code and service order corrections, rebuild subscriber line and line equipment number assignment corrections
• Support all levels of escalations including managing of tickets correlated to trunk and switch outages, engaging appropriate fix group including Dispatch, Field management, NOC, Translations, Solutions/Care, Engineering, connecting Telecommunication Carriers and other fix groups as necessary to ensure issues are resolved
• Support project work, including process improvement, metric reporting and analysis, peer technical training and quality assurance   
• Perform user-acceptance testing for system releases as related to Voice products
• Complete root-cause analysis of escalated issues to determine system, process, or training issues that need to be addressed
• Proficient in utilizing applications of TRACS, Salesforce, Automate, RX, Ensemble, Blue Marble, DOCs, and Ops Console
• Provide consultative support as a subject matter expert to resolve feature, voicemail, LD and other POTS products and services to ensure customer trouble resolution