Telephony Test Desk Coord.

Description: Position Summary: The Telephony Testdesk Coordinator will test customer trouble tickets to determine the most likely source of the problem and/or escalate to the appropriate personnel (Service Techs, HDT/Switch Techs, Transport Engineers, Atlanta, NOC, outside vendor or other). The Telephony Testdesk Coordinator will coordinate all departments and follow-up until the customer's problem has been cleared.

Position Duties:
Responsible for testing customer trouble reports to determine which network element is at fault.
Responsible for testing and diagnostics of telephone Switch, Host Digital Terminal (HDT) equipment, and CATV equipment to pin-point and direct appropriate personnel to the location of the fault.
Proactively monitor networks to determine problems prior to customer reports.
Proactively resolve trouble tickets before service truck is dispatched.
Responsible for working with field technician in testing and isolating the source of customer?s trouble.
Responsible for coordination through Dispatch, NOC,Call Center,Network Operations,Broadband Operations and Field Operations to resolve customer troubles.
Responsible for contacting customer to confirm problem resolution.
Assist in Telephony Provisioning.
Maintain a safe working environment and comply with Cox?s policies and procedures.
Assists Supervisor in training new team members.
Other duties as assigned.


All duties and requirements are essential job functions. These requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. The job description in no way states or implies that these are the only duties to be performed by the incumbent(s). Incumbent(s) will be required to follow any other job-related instructions and to perform any other job or related duties requested by their supervisor. Requirements are representative of minimum levels of knowledge skills and abilities. Incumbent(s) must be able to explain and demonstrate that they can perform the essential functions of the job with or without reasonable accommodations, using some other combination of skills or abilities.

Qualifications:
Knowledge, Skills and Abilities:

Knowledge of Cox Communications company policies/procedures.
Knowledge of departmental policies/procedures.
Knowledge of other departments functions and responsibilities.
Knowledge of customer service and sales techniques.
Knowledge of general office procedures.
Knowledge of Access and Excel.
Knowledge of ICOMS.
Knowledge of all product lines.
Knowledge of CRT, calculator, copy and facsimile machines.
Proven negotiation/persuasion skills.
Demonstrated interpersonal skills which maintain professional relationship with internal/external customers.
Good communication skills both verbal and written.
Ability to adapt to change.
Ability to Multi-Task.
Ability to work flexible work schedule with little or no notice and perform on-call duties.
Ability to act independently and with little supervision.
Ability to demonstrate support of departmental and company policies/procedures, and provide leadership and positive role model to other team members.
An understanding of technology standards and specifications related to digital switching, transmissions systems or CATV systems is required. (DMS-500 Switch; Arris Voiceports; HDT Cornerstone; Glenaryre)
Hands on technical experience working with/maintaining one of the above type systems is necessary.
Excellent written and oral communications, analytical and problem solving skills are essential.
Proficient in using standard computer hardware and software systems.

Education and Experience:

? A.A. or B.A. in related field recommended.
? Minimum of two years experience installing, maintaining or testing one of the above type systems is desirable; or two years Dispatch, Customer Service or similar role at Cox Communications.
? Overall exceeds rating on most recent performance appraisal.
? Escalation desk, Helpdesk, or Team Lead experiences beneficial.
? Cornerstone and/or Switch experience beneficial.


Physical Requirements:

? See well enough to read terminal and reports.
? Hear and speak well enough to converse on telephone and Nextel 2-way radio.
? Manual dexterity to operate office equipment.

Salary/Benefits: Salary commensurate with experience


Job Location: Wichita, KS

Job Number: 015532

Company URL: