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SalaryThe primary responsibility of the Service Assurance Technician (SAT) is to respond to customers that are experiencing trouble with voice, data, or video services. Provides escalated repair resolution for the customer. Creates and maintains all trouble record information based on customer reports. Generation of internal and external reporting to monitor trouble tickets. Assist CTC customers with “after-hours” repair calls; evaluate the trouble and dispatch appropriate on-call personnel.
Responsibilities
- Provide customer support to all CTC members (residential and business), including troubleshooting software and hardware problems, explaining features and service changes, and attempting FCR “first call resolution”.
- Monitor service quality by tracking and following up on trouble and service complaints, providing regular follow-up to business customers on status of trouble tickets, and ensuring completion within established Service Assurance timeframes.
- Submit and clear trouble tickets through the CTC ticketing systems, log information as appropriate, and verify proper equipment assignment for customers on every trouble.
- Work closely with all CTC departments and vendors to diagnose and fix customer troubles, install, repair, provision, and troubleshoot customers’ CPE and network equipment, and provision and stage CPE units.
- Participate in on-call rotation schedule, handle network or customer emergency situations outside regular business hours, protect confidentiality of customer’s financial and personal information, and undertake any other duties assigned by management.
Education and Experience
- High school diploma or GED and/or equivalent in training and experience.
- Experience in customer service or technical operations.
CTC offers a comprehensive compensation package with excellent benefits including health, vision, dental, 401(k), paid vacation and holidays. Pre-employment drug testing is required. CTC is an equal opportunity provider and employer.
If you are interested in joining the CTC team, please use the link below to learn more and submit your resume by May 24, 2024.
