The Provisioning Specialist is committed to providing the highest quality of service to the communities, customers, and employees we serve and is dedicated to fulfilling our customers’ needs by initiating and tracking all orders for circuits, lines, porting, and any other associated service(s).
Primary Duties & Responsibilities
Monitors status of dispatched trouble tickets, service orders and cable locate for timely completion as directed by the Supervisor.
Research service history for preparation of line administration.
Familiar with the types of switches and software used in each exchange and the processes for accessing and completing programming in each. Performs troubleshooting and research in order to complete programming changes in the switch.
Serves as a liaison and resource to Operations and Customer Service.
Maintains accuracy of plant facility records by updating circuit and cable records, contacting technicians to resolve questions, inconsistencies, or missing data and updating the irregular plant list.
Reads, interprets, and works with OSP Engineers to ensure all cutsheets and as-builts received are updated and are sent to dispatch to be completed.
Updates equipment spreadsheets and completes and tracks material requests. Gathers data from multiple telecommunications equipment and creates reports.
Read and understand various types of schematic drawings (street or system design maps) to facilitate remote provisioning.
Demonstrates a good understanding of products, services, and features.
Keeps informed of tariff revisions, regulatory requirements, and the company’s policies and procedures related to current and new service product offerings.
Provides support; including troubleshooting Internet Services, Video, Phone, Special Circuits, and familiarity with the processes to provision each system.
Trains technicians and coworkers on existing processes and procedures.
Demonstrates a thorough understanding of customer service processes and procedures, including the ability to read and interpret customer account information to ensure the accurate completion of service orders and the ability to recognize errors and inconsistent data.
Demonstrates a thorough understanding of outside plant design, line installation, central office equipment, and advanced circuit design.
Assists technicians with central office equipment and outside plant information.
Responds to customer service/billing specialist questions regarding circuit information.
Works with Central Office Engineers to ensure new equipment that is installed are accurately updated.
Demonstrates a thorough understanding of number porting and the associated process.
Reads, interprets, and creates circuit layout records.
Performing all other duties and responsibilities as assigned.
Knowledge, Abilities, & Skills for Success
Effectively communicate in a positive and professional manner through written and verbal communications in all interfaces with customers/public, fellow employees, and vendors.
Ability to use appropriate computer programs (including, but not limited to, Microsoft Office Suite) which includes having proficient computer skills and the ability to adapt and learn as programs and processes change.
Ability to work as a team member and exert initiative to work independently to reach a goal.
Ability to embrace change in the workplace while encouraging others to seek innovative approaches.
Ability to function effectively as a team player.
Knowledge of and the ability to comply with Company’s Customer Proprietary Network Information (CPNI) regulations and procedures.
Ability to work a flexible work schedule, as needed, to best serve our customers.
Knowledge of how all departments contribute to the success of the organization and referring customers and employees to the appropriate department to best fulfill their needs.
Qualifications
At a minimum, the Provisioning Specialist must have high school diploma or equivalent and 2-years of relevant experience. Telecommunications experience preferred. Computer literate, excellent verbal, written and interpersonal communication skills, excellent organizational and multi-tasking skills.
Physical Demands
Select one the following for the each of the items listed below:
N (Not Applicable) – Activity is not applicable to this occupation.
O (Occasionally) – Occupation requires this activity up to 33% of the time or 0 – 2.5+ hours/day.
F (Frequently) – Occupation requires this activity from 33%–66% of the time or 2.5–5.5+ hours/day.
C (Constantly) – Occupation requires this activity more than 66% of the time or 5.5+ hours/day.
Standing N O F C
Walking N O F C
Sitting N O F C
Reach Outward N O F C
Reach Above Shoulder N O F C
Climbing N O F C
Crawling N O F C
Squatting/Kneeling N O F C
Bending N O F C
Keyboarding N O F C
Driving N O F C
Hearing N O F C
Communicating N O F C
Perceiving N O F C
Outdoor Climate N O F C
Various Terrain N O F C
Cramped Workspace N O F C
Lift/Carry:
Up to 10 lbs N O F C
Up to 20 lbs N O F C
Up to 50 lbs N O F C
Up to 75 lbs N O F C
Up to 100 lbs N O F C
100+ lbs N O F C
Push/Pull:
Up to 10 lbs N O F C
Up to 20 lbs N O F C
Up to 50 lbs N O F C
Up to 75 lbs N O F C
Up to 100 lbs N O F C
100+ lbs N O F C
Disclosure
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.
American Broadband, and all subsidiaries, are an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
