Dispatcher - Network Provision

Dispatcher - Network Provision
Bristol, VA

Summary:

Point Broadband Fiber Holding LLC is recruiting for a Dispatcher - Network Provision as part of our Support team. This role will contribute to the safety and well-being of all personnel by providing communications and coordination support.  This person plays a key supportive role to the team as we build and grow our carrier class service provider network.

Position Objective

• Contributing to the safety and well-being of all personnel by providing communications and coordination support
• Coordinating and dispatching service calls for all Point Broadband departments to outside personnel
• Coordinating the scheduling of outside personnel through work force management software
• Coordinate the timely resolution of outages and troubles through outage management software
• Promote learning and awareness of outside personnel efforts, changes, and needs to other NOC personnel

Duties and Responsibilities:

• Fully comply with all Point Broadband and department policies and guidelines.
• Responsible for dispatching all service and trouble calls that are entered into Field Sales Lightning (Salesforce) and other WFM systems daily.
• Maintain excellent working relationship with all departments, city/county/state officials, and city/county/state emergency personnel.
• Build and maintain all schedules for Point Broadband installations and trouble calls in Field Sales Lightning (Salesforce).
• Assist Customer Service, the Network Support Center, the Network Operations Center, and Network Engineering with troubleshooting issues within Field Sales Lightning (Salesforce).
• Maintain on-call lists for each department.
• Perform duties consistent with systems administrator for Field Sales Lightning (Salesforce)and other systems as assigned.
• Maintain service order lists by evaluating overdue orders via dashboard and coordinating with Customer Service and Business Sales to resolve issues.
• Assist in the coordination and resolution of underground locate tickets, with special emphasis on emergency locate requests.
• Support field personnel in replacing Customer Premise Equipment (CPE) by re-provisioning, reassigning and troubleshooting issues via telephone.
• Support field personnel in provisioning services for customers. Troubleshoot and resolve issues relating to service connection/disconnection.
• Provide empathetic and efficient support for Point Broadband's customers as required.
• Meet or exceed individual performance metrics.
• Contribute in a positive manner in the team's efforts to meet overall department metrics and goals.
• Ensure good practices are being followed in relation to network security policies.
• Regularly participate in new product and cross-training opportunities and assist other WFM personnel.
• Stay abreast of new and emerging technologies related to services and networks.
• Contribute to existing and create new departmental documentation as directed.
• Some over-time may be required during times of high workload, outages, or staffing shortfalls.
• Other duties as required by supervision.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education:

• High School diploma or equivalent required. 
• Employee should be able to perform in high stress environment. 
• Employee should be proficient with Microsoft Word, Excel and Outlook. 

The Following is Preferred BUT we are willing to Train!

• Associates Degree in related field preferred. (Information Technology, Computer Science, Business Management, Statistics, etc.)
• Minimum of 2 years dispatching, workforce management coordination, telecommunications, CATV and/or data experience preferred.  
• Experience with data analysis, databases, mapping, GPS location data, and two-way radio procedures is preferred.

* Shift days and hours may be subject to change. Periods of over-time hours and or night and weekend work may be required.

Working Conditions:

• This position requires work indoors with the occasional need to travel. 
• Must be able to perform computer functions and operate routine office equipment.
• Must be able to perform moderate walking throughout the Point Broadband's facilities
• Must be able to sit or stand for extended periods.
• Must be able to physically lift various equipment up to 25 or more pounds.

Benefits:

• Medical (3 plans to choose from), Dental and Vision
• Short Term Disability
• Flexible Spending Accounts
• Company Paid Life as well as Voluntary policies
• 401(k) with generous company match
• Paid Time Off
• Share the Care Paid Time Off
• Paid Holidays
• Uniform/Boot allowance *Applicable by Position*
• Cell Phone Allowance *Applicable by Position*
• Career Progression Opportunities
• Discounted Broadband Services *Where Applicable*