CPE Technician

CPE Technician
Work Group: National Network Services

 

Qwest Communications International Inc. (NYSE:Q) is a leading provider of voice, video and data services. The company's employees are committed to the "Spirit of Service" and providing world class services that exceed customers' expectations for quality, value and reliability. Customer satisfaction and winning customer's continued business and loyalty is what helps make our company what it is today.

 

Function:  Remote Monitoring

 

Classification: Regular Full Time – employees are scheduled to work at least forty (40) hours per calendar week for an indefinite period of time.

 

Wage Scale: 1

 

Typical Work Hours: You may be required to work a scheduled shift on weekdays or weekends and holidays depending upon the needs of the business.

 

Location:  Seattle WA

 

Job Description:

Function:

The CPE Call Center Technician takes the initial customer repair call and responds to remote monitoring system alarms.  This technician will use remote diagnostics to configure and maintain customer owned or leased voice CPE equipment located in the customers’ premises.  Some of this equipment can include IP/digital PBX’s, key telephone systems, voice messaging equipment, AC/DC power systems, digital multiplexers, servers, modems, and call accounting systems.

This position will interface with other Qwest units to ensure commitments and service level agreements are met and the equipment is functioning adequately to provide for customer needs.

This position may function as an interface with the Internal Tier 2 technician, vendor resources and subcontractors.

This position performs trouble isolation via remote diagnostics and and will make every effort to resolve these events remotely. 

If the event cannot be cleared remotely, the ticket is progressed to the dispatch center for a field technician dispatch; the Center technician is responsible for providing sufficient information for dispatch to Field technicians.

This position is also responsible for determining warranty/maintenance contract entitlement for reported events as well as documenting problems, actions taken and current status as well as all information required for justification of billed charges.

In an after hours/weekend environment, this position will perform the field dispatch function, parts ordering and service escalation process.

This team is also responsible for performing remote MAC activity.. 

 

Skills & Training 

Strong Customer service skills, Microsoft Office applications proficiency, technical/vocational education for voice and data CPE; Oracle, Webex  application knowledge very desirable.  Ability to communicate clearly on the telephone is required.

 

 

Basic Job Qualifications:

Two years experience installing and/or maintaining voice CPE systems, Move/Add/Change orders and on-site or remote repair.

 

Applicant will have successfully completed training for some of the following systems:

·  Nortel CS1000, Opt 11 – 81 PBX Systems

·  Nortel Call Pilot

·  Nortel BCM/Norstar 

 

Successful completion and qualification of applicable testing, interviewing and skills review process.

Internal candidates must meet Time in Title/Location requirements of their current position for consideration.

 

Preferred Job Qualifications:

Five years experience installing and maintaining voice CPE systems

Applicant must have successfully completed training and possess certifications for some of the following systems:

· Nortel CS1000, Opt 11 – 81 PBX Systems

· Nortel Nars/Bars Programming

· Nortel Contact Center 6.0 Symposium

· Nortel Call Pilot

· Nortel BCM/Norstar

 

Experience working independently with little supervision.

Experience meeting work deadlines.

 

Work Environment:

·  This job is located at a company premises in Seattle in a Call Center Environment

·  May use headset or telephone for extended periods of time.

·  May be confined to position for extended periods of time.

·  Requires use of CRT, computer for extended periods of time.

·  Position requires high volume of contact with line supervisors, and/or technicians and the ability to meet deadlines under pressure with distractions from overlapping functions.

·  Requires direct communication with customers.

·  You may be required to be away from home overnight for training for varying periods of time.

·  You may be required to work a scheduled shift on weekdays or weekends and holidays depending upon the needs of the business.

·  You may be required to work overtime on weekdays or weekends and holidays depending upon the needs of the business.

 

Take the next step to a great career with Qwest!
Please submit your resume via this website.

Qwest Corporation is an Equal Opportunity Employer.

Any Offer of employment is contingent upon the results of a pre-employment drug test and background check.