A Level I Wireline Helpdesk Technician is responsible for the ongoing technical support and service assurance of all Wireline Services for clients.  The technician is responsible for maintaining excellence in relationships with clients, maintain standards and conduct that reflect One Source values and set an example for others to follow.

Duties/Responsibilities:

• Demonstrate a clear understanding and use discernment on internal escalation process, including notification to both management and other relevant OSC associates regarding critical client issues.
• Manage repair process to ensure the accurate diagnosis and timely first-time resolution of service impairments. Refer repeat and chronic trouble reports to management's attention to achieve final resolution and customer satisfaction.  Engage management to pursue service alt-routing and redesign opportunities to reduce customer impact when appropriate.
• Maintain continued communication with client by providing status updates during the resolution process if the issue is not resolved in one call. Use creative problem resolution skills to offer suggestions for temporary solutions, if possible, to assist clients until full resolution is complete.  Ensure timely follow through and prompt follow up.
• Demonstrate an understanding of proper escalation channels associated with each carrier within the One Source portfolio. Develop relationships within those channels in order to expedite resolution of client issues.
• Develop ability to navigate, utilize and maintain all pertinent internal databases to ensure the timely and accurate documentation of all repair history and dispositions.
• Develop an understanding of how carrier services interact with clients' equipment (CPE) and internal network in order to efficiently and effectively diagnose and engage appropriate resources.
• Develop an understanding of core telecommunications technology, products and services. Become familiar with developing telecommunications technology and service provider maintenance procedures.
• Work after-hours on-call as necessary to ensure that clients are served with excellence.
• Manages personal work time responsibly and efficiently, ensuring personal conversations, phone calls and internet usage are kept to a minimum.
• Data and system use must comply with One Source information security policies and standards. 
• Unauthorized access to data and/or systems is prohibited. 

Required Skills/Abilities:

• The ability to read and documents such as invoices is required. The individual should also be able to write routine reports and correspondence. 
• The individual should be able to calculate figures and amounts such as discounts, interest, commissions and percentages. The individual should also be able to apply concepts of basic algebra.
• The ability to define problems, collect data, establish facts, and draw valid conclusions is required. The individual should also be able to interpret an extensive variety of instructions and deal with several concrete variables.

Education and Experience:

• The individual will have preferably earned a bachelor’s degree (B. A.) from a four-year college or university. Graduation from high school or high school equivalency is required.    Customer service experience is strongly preferred.  Training and/or equivalent combination of education and experience will be considered.  Network certifications are helpful but not required.
• To perform this job successfully, an individual should have knowledge of Microsoft Office programs (Word, Excel, PowerPoint, and Outlook). Knowledge of accounting software, database software and/or project management software is helpful but not required.

Updated: 7/16/2024