System Support Specialist I

Description: Supports the installation of video and/or telephony and/or data communications services by provisioning the Cox Communications product line by preparing information for data processing, coding and analysis within a data entry section, or providing in-depth knowledge of the network foundations of an assigned product, depending upon specialty.


Essential Job Duties and Responsibilities:
* Retrieves telephony orders for Quality Control, Local Number Portability, Directory, E911 processing.
* Assures accuracy of telephony work orders, provides 1st level resolution.
* Contacts customers to ensure successful delivery, completion, and accuracy of telephony work orders.
* Identifies requested telephone numbers in the work order and assign resources appropriately.
* Prioritizes work order processing structure based on work order type.
* Negotiates with RBOC/CLEC/LEC by sending Local Service Request and Directory Service Request for changes in service providers.
* Implement work order processes and coordinate installation to ensure customer satisfaction and service.
* Ensure fielded work orders are completed properly and closed out in the system within a 24-48 hour period following completion.
* Establishes relationships and ensures successful delivery of addresses to PSAP for Emergency Services.
* Administers TN Database to NRO Guidelines.
* Analyzes patterns of troubles and identifies root causes.
* Interfaces with other Cox systems to gather and distribute information regarding common network problems.
* Records transactions and assignments in appropriate computer databases and spreadsheets.
* Interprets and resolves error messages in communications equipment (DSET). Updates translation completion dates and notifies all necessary personnel of order completion. Files and maintains necessary records and documentation.
* Actual accountabilities may comprise all or a subset of the above depending upon specialty.

Must be able to work nights and weekends. Job shift subject to change to meet business needs.

Qualifications:
Qualifications:
Requires one (1) year telecommunications experience or equivalent. Must posses knowledge of telecommunications porting practices. Demonstrate the ability to comprehend complex problems and formulate a solution with the full understanding of the implications. Demonstrate a basic knowledge of the systems in support of the communications equipment as required by specialty. Must have excellent communication and interpersonal skills. Must be able to work flexible hours and shifts as required for problem resolution. Must be able to work independently and in a group. Must have working knowledge of Microsoft applications such as Outlook, Word, PowerPoint, Excel and Access. Specialty may require a current drivers license and a good driving record.

Requirements:
* Ability to continuously communicate and receive detailed or important information and instruction internal and external to the organization.
* Ability to occasionally exert up to 20 lbs. of force in order to move objects.
* Ability to read, analyze, and interpret common scientific and technical journals.
* Ability to use reasoning to solve problems.
* Ability to tolerate inside environmental conditions such as in a typical office or administrative work environment.

Salary/Benefits: Salary commensurate with experience


Job Location: New Orleans, LA

Job Number: 1077

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