Specialist II-Service Delivery

Genesis10 is seeking a Specialist II-Service Delivery for a 6-month contract position with a leading client located in Sugarhill, GA. This role pays $24/HR W2 based on experience.

Job Description:

The Specialist II CPE Technician position exists within Service Delivery organization and is primarily focused on supporting new network service installation as well as the ongoing support of established customers in the repair cycles. In this role, the Technician is responsible for providing a high level of internal customer service and real-time support. This position acts as an internal escalation point for internal customer needs as well as providing technical documentation and training as required. This position will also perform quality assurance analysis and participates in special projects as required. In managing the aforementioned processes, the Technician is also responsible to first maintain a high level of professionalism in any outbound communication and ensure necessary records and order updates are maintained in the Kinetic back-office systems.

Job Duties:

• Look over entry notes and activation notes to make sure that service has installed. Also look for changes at the cut and verify that Client has been updated. If it hasn't, then work with OE, sales support, and circuit design to get the cut change reflected on the order.
• For new orders: Pull order proposal and audit against Client to make sure that all service is reflected on the order. Initiate the billing gateway to push services and connection numbers into the billing system. Use the proposal and the pricing tools to add pricing and service that did not get added via the push. Close order.
• For MAC orders: Pull the order proposal or use MAC notes to audit change in Client and then manually update the billing system to match service change. Update service, billing addresses, and name changes as needed. Close order.
• For Disconnect orders: Disconnect service in the billing system and update the new billing address if needed. Disconnect the account shell in the billing system when the disconnect order is complete. Close order.
• Report system issues to the Billing SME or Supervisor.
• Report order issues to and work with the Billing SME in order to get quick resolution and get the order closed.
• Serve as a trainer for new employees and help Billing SME answer questions when new products or processes roll out.

Requirements:

• High School diploma or equivalent and 4+ years experience with 3+ years directly related to the job. College hours or a college degree may be substituted for some experience as deemed appropriate.
• Strong communication skills and ability to articulate himself or herself well in writing and orally.
• Understand different cabling types and pin outs to determine cables needed (Cross over versus straight through, Coax versus CAT5/CAT6, Ethernet pin outs versus T1, etc...)
• Knowledge of shipping and logistical procedures.
• Must be able to interact effectively with internal departments and customers to quickly resolve installation and fulfillment issues.
• Work schedule flexibility, weekend and off hours support as required.
• Ability to lift and move packages up 50lbs throughout the day.
• Must be back up to Manager when needs arise
• Must be able to handle escalations and join conference calls when required.
• Must be able to identify inventory levels and engage Warehouse Workers and Management.
• Must be able to configure any type of equipment that we offer to our customers
• Candidate should be able to coach employees on issues or errors that occur on equipment and train on all new devices.

If you have the described qualifications and are interested in this exciting opportunity, apply today!

Genesis10 Contract & Perm Ranked a Top Staffing Firm in the U.S. by Staffing Industry Analysts for six consecutive years, Genesis10 puts thousands of consultants and employees to work across the United States every year in contract, contract-for-hire, and permanent placement roles. With more than 300 active clients, Genesis10 provides access to many of the Fortune 100 firms and a variety of mid-market organizations across the full spectrum of industry verticals.

For contract roles, Genesis10 offers the benefits listed below. If this is a perm-placement opportunity, our recruiter can talk you through the unique benefits offered for that particular client.

Benefits of Working with Genesis10:

• Access to hundreds of clients, most who have been working with Genesis10 for 5-20+ years.
• The opportunity to have a career-home in Genesis10; many of our consultants have been working exclusively with Genesis10 for years.
• Access to an experienced, caring recruiting team (more than 7 years of experience, on average.)
• Behavioral Health Platform
• Medical, Dental, Vision
• Health Savings Account
• Voluntary Hospital Indemnity (Critical Illness & Accident)
• Voluntary Term Life Insurance
• 401K
• Sick Pay (for applicable states/municipalities)
• Commuter Benefits (Dallas, NYC, SF)
• Remote opportunities available

For multiple years running, Genesis10 has been recognized as a Top Staffing Firm in the U.S., as a Best Company for Work-Life Balance, as a Best Company for Career Growth, for Diversity, and for Leadership, amongst others. To learn more and to view all our available career opportunities, please visit us at our website.

Genesis10 is an Equal Opportunity Employer. Candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.