Full-Time Operations Technician III

Brightspeed is seeking an Operations Technician III to join our team. As an Operations Technician III, you will be responsible for testing and resolving POTS regulated voice services. You'll access remote switch tools to test, troubleshoot, and resolve customer issues for both small and large Brightspeed customers.

Key Responsibilities Include:

• Providing exceptional customer service.
• Utilizing technical knowledge of Brightspeed ticketing applications and POTS switch troubleshooting tools.
• Strong knowledge of access lines, trunk lines, and call switch features.
• Provision switches to correct feature code issues, resolve voice call issues, and handle pic code and service order corrections.
• Support escalations, managing tickets related to trunk and switch outages.
• Engage appropriate fix groups (Dispatch, Field management, NOC, etc.) for issue resolution.
• Support project work, including process improvement, metric reporting, and peer technical training.
• Perform user acceptance testing for system releases related to voice products.
• Complete root-cause analysis of escalated issues.
• Proficient in utilizing TRACS, Salesforce, Automate, RX, Ensemble, Blue Marble, DOCs, and Ops Console applications.
• Provide consultative support as a subject matter expert on POTS products and services.

Required Skills and Experience:

• Strong proficiency with Nortel DMS100, DMS10, Lucent 5ESS, DCO, GTE/GTD5, and Siemens EWSD switches (certification a plus).
• 5+ years of experience in switch testing.
• Extensive knowledge and troubleshooting skills for voice products and services (Access lines, trunk lines, Centrex, ISDN BRI lines, Hosted IP/CentreT1 Bundle, Emergency Reroutes).
• Strong PC/data entry knowledge.
• Flexible hours, including evenings, weekends, and holidays.

Soft Skills:

• Innovation & Agility
• Ownership & Accountability
• Communication & Self-Awareness
• Customer-first mindset
• Sense of urgency
• Collaboration & Alignment
• Effective decision-making

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