Hybrid Sr. Coordinator, Network Installation Success Agent en InterfaceSystems

Responsibilities 

• Create successful installations for our internal and external customers by delivering courteous, consistent, and mistake-free installation support in a timely manner. 

• Provide professional, knowledgeable, effective, and respectful installation support, primarily by chat/messaging, but also by phone and email. Consistent use of and adherence to customer specific Installation Success Guides and Installation Success Checklists when providing support. 

• Support the achievement of installation milestones, assist with troubleshooting and ensure that security services are installed, programmed, tested and onboarded, per the scope of work, accurately, efficiently, and mistake free. Document deliverables and work product; recording clear, concise, accurate, and detailed notes of daily activities, support, and interactions. 

• Effectively operate within a fast-paced environment, managing simultaneous installations in various stages of completion, and proficiently negotiate demanding internal and external customer requirements and expectations. 

• Maximum effort towards the achievement of Goals, Objectives and established Key Performance Indicators (KPI’s). 

• Work closely with Project Management, Field Operations, Account Administration, and Customer Success; obtain additional information when necessary and provide status updates to ensure customer expectations are met. 

• Promptly review and follow up on internal and external customer cases (requests, issues, incidents, and complaints); provide clear, detailed, professional and timely responses to all parties, in both verbal and written communication. 

• Partake in continuous learning; acquire new skills, enhance knowledge, and build the capabilities necessary to achieve greater success for self and team. 

• Regularly communicate with the Associate Manager, Network Installation Success; inform of areas of opportunity within the team, such as staffing, training and equipment needs, alert to potential risks and/or challenges, and promptly communicate knowledge of all internal and external customer complaints. 

• Perform other duties as assigned by the Associate Manager, Network Installation Success and/or Director, Installation Success. 

Core Competencies 

• Self-starter capable of working both independently and in a team environment. 

• A dedication to meeting and exceeding customer expectations. 

• Passion for technology and supporting and troubleshooting complex installations. 

• Innovative thinking and creative problem-solving. 

• Exceptional communication and influencing skills to communicate effectively and credibly, both verbally and in writing to a wide variety of audiences. 

• Positive “Can Do” attitude with the ability to connect with individuals and motivate teams. 

• Ability to show patience and understanding while assisting and educating Field Engineers during installation events and when troubleshooting. 

• Detail oriented with strong organizational skills and a focus on accuracy and quality of work. 

• Excellent time management skills with a proven ability to meet deadlines. 

• Adaptable, flexible, and willing to embrace change to achieve company and departmental objectives. 

• Initiative to learn and stay current with technologies and solutions. 

• Commitment to continuous improvement. 

Qualifications  

• Minimum experience of two years (2) years as a Field Technician or a Help Desk Agent providing installation and/or technical support to Field Technicians. 

• Experience installing, programming, and troubleshooting Managed Network & Voice solutions; SD-WAN, Firewall, Switches and WiFi, SASE, VoIP, and PCI Compliance. 

• Comprehensive understanding of Broadband Carrier circuit quality requirements, including trouble ticketing and escalation procedures. Familiar with common practices in Broadband Carrier circuit acceptance, cooperative testing with field services, customer-vendor testing, and all associated Test and Turn-up practices. 

• Proficient in local area network (LAN) topology, using fundamental customer premise models such as home/office, corporate office, and small business Ethernet applications. This includes knowledge of common end-user operating systems, internal/external DMARC identification, 66/110 blocks, and PBX. Additionally, a solid understanding of TCP/IP inter-networking fundamentals, including network address translation, IP protocols, host/port mapping, subnets, gateways, and customer premise equipment (CPE) like hubs, routers, switches, and PBX. 

• Skilled in coordinating real-time voice conversions between carriers and customers, including local and long-distance number porting with ISS VoIP Partners. Possesses principal knowledge of ILEC organizational structure and their accepted escalation methods and procedures. 

• Experienced in dealing with RBOCs for the acceptance and repair of DSL and T1 loops, including opening and escalating ILEC trouble tickets to completion. 

• Knowledgeable in testing T1, Cable, 4G, and DSL circuitry, including continuity, background interference, electronic loopback, shorts, grounds, crosses, splits, and bit error rate testing. 

• Working understanding of switching, LAN topology, PSTN, and TCP/IP inter-networking. 

• Ability to work independently with a high sense of urgency, prioritize and manage time appropriately, effectively communicate, and maintain a high level of professionalism. 

• Exceptional written and verbal communication skills; ability to communicate effectively with all levels of employees, contractors, clients, vendors, and executive management. 

• Experience utilizing Microsoft Office software tools, with ability to type quickly and accurately (at least 20 wpm, ideally 30+ wpm). 

Scheduling Requirements 

• Must be available to work Monday - Friday. 

• Must be available to work between the hours of 7AM and 4PM Central Time Zone. 

• Must be willing to work an extended shift; more than the typical 40-Hour work week. 

• Must be available to work early mornings, late nights, overnights, weekends, and holidays, consistent with the needs of the business.