Job description
Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We’re building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve.
Job Summary
Responsible for real-time investigation and determination of root cause of service problems that have resulted from plant impairments, system outages, and customer escalation. All communication efforts are to ensure service recovery and customer satisfaction for all operational regions. Works under minimal supervision with latitude for independent judgment. Independent analysis of customer, technician, and system data from a variety of sources, tools, escalation, and follow-up to ensure resolution. Must have basic understanding of the soft tools that are used daily:
Serve-Assure, Remedy, My World/Ubisence, Veex, PSMON, NOCBI, Tec-Trac, SevOne, Agora, Netwins & NetQ
Responsibilities
- Responsible for department quality control of completed activity from prior day (SROs / Outages), including thereview of reports completed on closed SRO and Outage resolutions. Will follow-up on any discrepancies to ensurecompletion of assigned work task and customer satisfaction.
- Will initiate communication with OSP, in relation to plant impairments and outages.
- Promote the decrease of overall outage resolution times (MTTR).
- Must be able to routinely investigate plant impairments and must understand the use of our system soft tools. (listed above).
- Responsible for Executive level escalation workups (AFEC’s).
- Responsible to isolate/analyze repeat outages and escalate appropriately to management.
- Responsible to triage & confirm OSP to RFDN escalations.
Qualifications
- A minimum of 2 years as a Regional Operation Center (ROC) Operator or equivalent work experience
- A minimum of one year in the OSP department or equivalent work experience
- CSR/RCC must have a minimum of 2 years college or equivalent experience
- Must have exceptional, demonstrated customer service abilities and be able to interact with all levels of the organization
- Must have demonstrated expertise in all of the following areas: RF Network, Troubleshooting of OOL/OV/iOservices, including signal loss calculations, Measurement of BER and MER along with interpretation of signal tonoise ratios and graphical displays of signal transmission to and from the Headend, basic knowledge of the HFC network, including component identification and function
- Must possess general office software knowledge and be able to prepare moderately complex spreadsheet and office documents
- Knowledge of Serve-Assure, Remedy, My World/Ubisence, Veex, Cheetah XD Platform, NOCBI, Cabledata, Tec-Trac, SevOne, Agora, Netwins & NetQ and use as required
Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.
Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.
Applicants for employment with Altice will never be asked to provide money (even if reimbursable) as part of the job application or hiring process. Please review our Fraud FAQ for further details.
gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.