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  • Category: Customer Service
  • Education: H/S diploma or equilivent
  • Employment Length: fulltime
  • Location: Tyler TX
  • Source: Business
  • Ad #: 15479
Via: kellyjobsmnetwork Apply / More Info
Full Details

Operations Specialist performs work in a call center environment. The Regional Operations Specialist will be the Subject Matter Expert for all outage related issues. The System Operations Specialist monitors and resolves all ICOMS/Remedy tickets related to Outage issues and Tier 2 Home Security issues and home security installs. The Regional Operations Specialist will maintain the relationship with Technical Support, Dispatch/Field Support, Maintenance and the NOC.
- Communication of outages within response time standards to all appropriate operational groups
- Promote the decrease of overall outage resolution times (MTTR)
- Generate monthly trends identification documents and report to all appropriate operational groups
- Provide support to the all appropriate operational groups for MDS Region during normal business hours
- Provide normal and on demand updates for all current outages during normal business hours
- Monitor and analyze various network points for the MDS system during normal business hours to ensure normal operations
- Gather outage information by proactively monitoring and providing updates to the all appropriate operational groups
- Declare, Coordinate and Clear all outages for MDS
- Answer all appropriate operational group questions on outages and use the tools available to help troubleshoot and provide updated status
- Notify Maintenance upon outage detection for immediate roll out
- Assist Maintenance in outage troubleshooting
- Manage multiple outage reporting needs to all appropriate operational groups
- Tier II Home Security trouble shooting
- Assist technicians with Home Security Installs


Essential Functions
- Ability to sit/stand for extended periods of time
- Ability to use a computer and keyboard, calculator, computer and other office equipment
- Ability to prepare and analyze data

Qualifications / Requirements
- ICOMS Experience Required
- Ability to communicate effectively and professionally through verbal and written correspondence
- Organizational skills a must
- Must be able to present information in a professional and knowledgeable manner
- Demonstrated mentoring skills, as evidenced by helping less experienced workers successfully perform their jobs
- Must be proficient in performing all the primary functions of ICOMS
- High school diploma or GED equivalent
- Skill in using a Windows-based PC and sending/receiving email
- Keyboarding skills
- Strong interpersonal skills
- Ability to take ownership and initiative to address Departmental and Company needs

Preferred Experience
- Technical Knowledge of Cable-Plant Infrastructure preferred

Working Conditions
- Call center / office environment

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