T1 Service Delivery Representative

General Summary:

 

The T1 SDR position is responsible for the overall service delivery of Mpower?s integrated broadband voice/data service from the time of sale to account activation.  This includes order receipt, order entry, loop ordering, customer coordination, dispatch coordination, conversion scheduling, customer acceptance, and bill activation.  The T1 SDR?s primary directive is focused on a quality customer service experience and timely product delivery.  Specifically, a T1 service delivery representative is responsible for day-to-day order entry, LSR issuance to the ILEC, repetitive internal/external customer contact, a strong working understanding of ILEC organizational structure as well as principals of ILEC escalation.  In addition, specialized responsibilities include: a working understanding of LAN topology and systems, T1 service delivery procedures, Voice portability fundamentals, PSTN, TCP/IP internetworking, and fundamentals of outside plant circuit design and testing.

 

Essential Job Functions:

 

?  Strong understanding of LSOG/LSOR business rules for submitting LSR/ASR to RBOCs including, but not limited to, NC/NCI codes, CFA assignment, CSR verification, and trouble ticketing methods and procedures.

 

?  Experience in coordinating ILEC order issuance, order tracking, circuit design, and testing of HICAP broadband services, including but not limited to, Frame Relay, ISDN, T1, and/or xDSL technologies.

 

?  Demonstrated ability in coordinating real-time voice conversions between the carrier, customer, vendor, and internal staff on local and long distance number porting using LSR, SOA, and NPAC through standardized SS7 network applications.  This also includes principal knowledge of ILEC organizational structure and their generally accepted escalation methods and procedures.

 

?  Proven experience in customer service communication channels including common call center practices, professional written documentation, and Internet communications including email and Internet research.

 

?  Common practices of ILEC related loop acceptance process, cooperative testing with ILEC field services, customer vendor testing and all associated test and turn-up practices.

 

?  Basic understanding of local area network (LAN) topology using fundamental customer premise models such as home/office, corporate office, and small business office Ethernet applications.  This includes a working knowledge of common end user operating systems, internal/external DMARC identification, 66/110 blocks, and PBX.  In addition, and understanding of TCP/IP internetworking fundamentals is necessary.  These include: network address translation, IP protocols, host/port mapping, subnets, gateways, and a logical understanding of customer premise equipment (CPE) such as hubs, routers, switches, and PBX.

 

?  Experience in coordinating ILEC order issuance, order tracking, circuit design, and testing of HICAP broadband services, including but not limited to, Frame Relay, ISDN, T1, and/or xDSL technologies.

 

?  Strong organizational skills and ability to pro-actively manage order backlogs; ensuring timely and pro-active customer/vendor contact, properly coordinated conversions, large DID number port management with ILECs, vendor updates, billing system preparation/accuracy, and interdepartmental order coordination processes.

 

Knowledge, Skills, and Abilities: 

 

?  Experience in constructing LSOG compliant LSR/ASR requests for local loops while adhering to universal Telecordia business rules for accurate field identification and order completion.  This includes, but is not limited to, understanding CFA, customer service request (CSR), address verification through MSAG, and common trouble ticketing methods and procedures.

 

?  Understanding of working in a multiple ILEC ordering environment, as a CLEC which includes: Sprint, SBC,, AIT, Verizon, and others.

 

?  Strong ability to learn traditional provisioning systems related to internal and external customer profile creation for provisioning.  Specifically, these systems encompass Mpower?s extensive use of a multi-OSS provisioning environment,  which includes: EDI, dial-up, IMPROV, Network Services, ToolBar, Verigate, CSOTS, NSTDB, ILEC, ALR, and WISE.

 

?  Specific understanding of customer service communication tools such as professional phone conduct conducive to telecommunications environment, working knowledge of common software communication tools such as email, word processor, spread sheet, and Internet browser.

 

?  Ability to work in a fast-paced, entrepreneurial environment, where a team-based approach is always taken, yet able to maintain enough discipline to ensure that an accurate product is always produced.  Ability to proficiently manage demanding customer requirements given time constraints, dead lines, and multitasking other tasks/projects.

 

?  Ability to effectively communicate verbally and in writing, together with industry personnel, vendors, sales, service delivery, and engineering personnel.  Must be able effectively communicate both in writing and verbally to help management staff prepare detailed and professionally written project and/or order summaries.