TDS Telecom

This role recognizes, acknowledges, fixes, documents, and clears trouble ticket conditions. Dispatches appropriate field personnel or level 2 support resources to assist in trouble resolution when required.

You will also provide support through troubleshooting alerts in the TDS network, work with carriers and work closely with Field Service Technicians to resolve troubles. This position also provides 1st level support for Advanced Technical Support teams and Field Services in a quality-oriented, professional manner that would aid and facilitate the teams in exceeding customer expectations.

Must be willing and able to work 1st shift during the hours of 7:00AM-3:30PM Central Time. Weekly schedule is TBD.

This position has the ability to work remotely in any of the 40+ states in which TDS Telecom operates.

TDS Telecommunications LLC (TDS Telecom/TDS®) delivers high-speed internet, TV entertainment, and phone services to more than 1,000 rural, suburban, and metropolitan communities across the U.S. With 1.2 million connections, TDS is a rapidly growing technology company. Powered by fiber-optics and new industry-leading technologies, TDS delivers up to 2 Gigabit internet speeds and offers internet-protocol based TV entertainment solutions along with traditional phone services. TDS also offers businesses VoIP advanced communications solutions, dedicated internet service, data networking, and hosted-managed services. Visit tdstelecom.com.

Responsibilities:

• Troubleshoots, analyses, resolves, and escalates network troubles. This specifically includes the following: Monitors alerts/trouble tickets to ensure that service levels are being met. Manages alerts/trouble tickets during an outage including providing internal notifications. Responds to law enforcement requests (CALEA) while also maintaining confidentiality. Troubleshoots voice, data, and video troubles. Provide troubleshooting support for Field Services technicians.
• Assists and supports Customer Contact Centers, Field Services, Marketing and Sales departments in duties such as resolving network troubles, updating tickets, answering phone calls and responding to e-mails with updates within the established Service Level intervals.
• Participates in quality improvement activities.
• Trains to keep abreast of current and future network equipment and company processes.
• Acts as first level escalation for trouble resolution. Performs escalations to TDS management and partner companies for trouble tickets that have missed service level targets.
• Other projects as directed by immediate supervisor.
• Keeps current with changes in the telephone industry and on going initiatives in other functional units.

Qualifications:

Required Qualifications

• Associates Degree (or higher) -OR- 2+ years of professional work experience -OR- current military service, or prior military service with honorable discharge.
• 1+ years of computer applications experience with a strong proficiency in MS Office applications.
• Must follow the TDS attendance guidelines in order to meet TDS’s business needs including but not limited to our obligations to our customers and to our customers’ needs

Other Qualifications

• 2+ years of telecommunications or customer service experience in a trouble resolution environment is preferred.
• Ability to work mandatory overtime during peak periods of the year.
• Thorough understanding of the Residential/Business order process.
• Willingness to work and make decisions in a rapidly changing and uncertain environment.
• Training in Data, Voice, or Video Network Technologies is a plus.
• Good technical and analytical skills are necessary.
• Strong verbal and written communications skills.
• Good client and vendor relations skills and interpersonal skills.
• A professional attitude and courteous manner towards clients, partners and staff.
• Ability to adapt quickly to change and prioritize work activities in response to changes, challenges or demands.

Physical Demands and Work Environment

While performing the duties of this job, the associate is regularly required to sit, stand, write and operate a computer keyboard, standard office equipment and telephone. The associate regularly communicates with customers. The associate is frequently required to move about and reach for items. The associate may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.This position may require working outdoors, in mechanical/ equipment rooms, and possible extreme weather conditions. The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.