Communications Technician - 1

JOB SUMMARY:

The Communications Technician 1 (CT-1) provides quality internal and external customer service reflecting the Company values. Under supervision, performs installations, disconnects, pre-wires, changes of services and repairs for residential customers. Ability to perform troubleshooting from the TAP to the customer’s premise devices in order to repair and/or restore all customer services. Performs the job duties of the Installer when needed during illness and vacation. Have the ability to work required shifts as outlined in the Collective Bargaining Agreement and be available for call outs and willing to work overtime as needed.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following. Other related duties may be assigned that are in line with CT1 duties:

1. Meets scheduled appointment and service calls to re-install, test and troubleshoot company services including video, data and telephone from tap to customer electronic devices, including in home cabling and grounding.

2. Identifies all customer issues, resolves them, and where necessary escalates customer complaints and/or requirements to the appropriate department/manager.

3. Must have in-depth knowledge of company products, educates customers regarding use of installed products.

4. Determines customer's current service levels; inquiries about customer preferences; recommends service upgrades or additional products. Educates customers on the proper use of services and equipment.

5. Verifies WIFI equipment provided and serviced by the company

6. Completes work orders and other documentation on paper or by mobile computer/tablet in a timely manner.

7. Meets quality of installation and service based complaints on TQA forms and quality control team, and maintains accurate records including time worked, work orders, and equipment sign off forms.

 

Skills and Abilities:

 

• Willing to obtain all necessary certifications offered by the company or another party for continued education within your career path
• Skill in using a Windows-based computer and applications
• Ability to comprehend and operate appropriate testing equipment (e.g. signal level meters, ohm meters)
• Ability to prioritize and organize effectively 
• Skilled in communicating with customers in a clear, customer-focused and understood manner, both in person and on the phone
• Ability to work independently and with others
• Ability to tell the difference between sizes and color code of telephone, voice and data wire

 

Physical Requirements:

 

• Ability to locate work sites
• Ability to bend, stoop, and crawl, and to work in small places (such as crawl spaces and attics)
• Ability to lift up to 70 pounds and carry up to a 28-foot extension ladder
• Ability to climb ladders and/or utility poles and work in high places
• Ability to work outdoors in adverse weather conditions when needed.
  
• Ability to operate small hand tools, power tools, meters and other test equipment proficiently

 

EDUCATION and/or EXPERIENCE

• High school diploma or BSSC, with knowledge of basic electronics and mathematics
•  Minimum 2 years audio/video installation experience required.
• Interest and acumen for technology.
• Appropriate valid driver’s license and good driving record within Company standards.