Dispatcher - Network Provision

Dispatcher - Network Provision Bristol, VA Point Broadband is currently making a multimillion-dollar investment in Bristol, VA and WE NEED YOUR HELP!

In order to bring Bristol and surrounding areas the fastest and most reliable internet around, we need a Dispatcher - Network Provision in your area to join our team!

Point Broadband offers competitive wages, a full suite of benefits for full time employees, and a place to jump start your career in a rapidly growing industry.

Summary: Point Broadband Fiber Holding LLC is recruiting for a Dispatcher - Network Provision as part of our Support team.

This role will contribute to the safety and well-being of all personnel by providing communications and coordination support.

This person plays a key supportive role to the team as we build and grow our carrier class service provider network.

Position Objective Contributing to the safety and well-being of all personnel by providing communications and coordination support Coordinating and dispatching service calls for all Point Broadband departments to outside personnel Coordinating the scheduling of outside personnel through work force management software Coordinate the timely resolution of outages and troubles through outage management software Promote learning and awareness of outside personnel efforts, changes, and needs to other NOC personnel Duties and Responsibilities: Fully comply with all Point Broadband and department policies and guidelines.

Responsible for dispatching all service and trouble calls that are entered into Field Sales Lightning (Salesforce) and other WFM systems daily.

Maintain excellent working relationship with all departments, city/county/state officials, and city/county/state emergency personnel.

Build and maintain all schedules for Point Broadband installations and trouble calls in Field Sales Lightning (Salesforce). Assist Customer Service, the Network Support Center, the Network Operations Center, and Network Engineering with troubleshooting issues within Field Sales Lightning (Salesforce). Maintain on-call lists for each department.

Perform duties consistent with systems administrator for Field Sales Lightning (Salesforce)and other systems as assigned.

Maintain service order lists by evaluating overdue orders via dashboard and coordinating with Customer Service and Business Sales to resolve issues.

Assist in the coordination and resolution of underground locate tickets, with special emphasis on emergency locate requests.

Support field personnel in replacing Customer Premise Equipment (CPE) by re-provisioning, reassigning and troubleshooting issues via telephone.

Support field personnel in provisioning services for customers.

Troubleshoot and resolve issues relating to service connection/disconnection.

Provide empathetic and efficient support for Point Broadband's customers as required.

Meet or exceed individual performance metrics.

Contribute in a positive manner in the team's efforts to meet overall department metrics and goals.

Ensure good practices are being followed in relation to network security policies.

Regularly participate in new product and cross-training opportunities and assist other WFM personnel.

Stay abreast of new and emerging technologies related to services and networks.

Contribute to existing and create new departmental documentation as directed.

Some over-time may be required during times of high workload, outages, or staffing shortfalls.

Other duties as required by supervision.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High School diploma or equivalent required.

Employee should be able to perform in high stress environment.

Employee should be proficient with Microsoft Word, Excel and Outlook.

The Following is Preferred BUT we are willing to Train!

Associates Degree in related field preferred.

(Information Technology, Computer Science, Business Management, Statistics, etc.) Minimum of 2 years dispatching, workforce management coordination, telecommunications, CATV and/or data experience preferred.

Experience with data analysis, databases, mapping, GPS location data, and two-way radio procedures is preferred.

* Shift days and hours may be subject to change.

Periods of over-time hours and or night and weekend work may be required.

Working Conditions: This position requires work indoors with the occasional need to travel.

Must be able to perform computer functions and operate routine office equipment.

Must be able to perform moderate walking throughout the Point Broadband's facilities Must be able to sit or stand for extended periods.

Must be able to physically lift various equipment up to 25 or more pounds.

Benefits: Medical (3 plans to choose from), Dental and Vision Short Term Disability Flexible Spending Accounts Company Paid Life as well as Voluntary policies 401(k) with generous company match Paid Time Off Share the Care Paid Time Off Paid Holidays Cell Phone Allowance *Applicable by Position* Career Progression Opportunities Discounted Broadband Services *Where Applicable* Point Broadband is an equal opportunity employer.

For further information, please visit: EEO is the Law Poster U.S.

Equal Employment Opportunity Commission