Customer Service Technician

Classification: Non-Exempt, Bargaining

The Customer Service Technician role provides telecommunications and data services to our customers. This role includes constructing, maintaining, operating and servicing our fiber optic network along with traditional telephone communication lines, instruments and related equipment.

Performs job duties consistent within safety, legal, and regulatory requirements; company standards, culture and business practices. Acts with the highest level of business and personal ethical standards in all aspects of job performance.

• Provides new and/or enhanced voice, data services to residential and business customers in response to service orders by installing, upgrading or changing service or equipment.
• Ensures quality voice, data network performance by troubleshooting voice, data equipment; using specialized test equipment to check for and isolate troubles, and repairing or replacing faulty components.
• Ensures availability of backup voice, data components by closely managing inventory levels, anticipating need, and making requests for procuring components as necessary.
• Must be able to read and interpret Outside Plant GIS drawings and facility documentation for the purpose of performing basic and complex facility cutovers.
• Performs cable locating for the buried cable location services.
• Submit and process 811 locate tickets in response to burial requests.
• Installs and repairs service drops, buried cable, and pedestals.
• Terminates cable on cross connects, hubs and routers, and fiber nodes (where applicable).
• Installs, splices, and maintains fiber optic and traditional communications plant facilities. Must be able to perform the splicing function to include cable sheath preparation, cable termination, and proper bonding and grounding techniques.
• Installs and troubleshoots T-CXR systems, ADSL, HDSL, ADSL2+, VDSL2, special circuits and other data service support facilities.
• Installs and troubleshoots a variety of network technology such as Switched Ethernet, MPLS and SD-WAN circuits.
• Installs, splices and maintains fiber optic cables. Must be familiar with the workings of an OTDR, fusion splicing machine and the use of mechanical fiber lock connectors.
• Installs and maintains our GPON/XGS-PON fiber optic network. Servicing both residential and commercial customers.
• Installs and troubleshoots a variety of VOIP systems including but not limited to both Cisco and Polycom products.
• Contributes to 24-hour availability of technical support for customers by serving "on-call" according to an established rotating schedule.
• Responsible for the preventive maintenance of company provided vehicle and tools. Ensuring safety and functionality of the equipment provided.
• Conducts tests and inspections of products, services, or processes to evaluate quality or performance inefficiencies.
• Contributes to departmental activities and programs by accomplishing related tasks as needed.
• Makes job safety a primary objective in all duties by working safely and adhering to all Safety practices outlined by the company.

• Knowledge of electronic equipment, computer hardware and software. Including web-based applications and basic networking skills.
• Knowledge of signal transmission, broadcasting, switching, control, and operation of telecommunications systems including video systems where applicable.
• Proficient with hand tools and power tools.
• Ability to work scheduled and/or unscheduled overtime and callouts.
• Valid Driver's License and satisfactory driving record required.
• Low Voltage experience preferred.

Education:

Associate's Degree (A. A.) or equivalent from two-year College or technical school and one to three years of related experience or the equivalent combination thereof.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays

Pay range (commensurate with skills and experience): $21.23 - $29.54

Physical Demands & Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, and the work environment characteristics are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The primary work environment for this position is an outdoor setting.
• While performing the duties of this job, the employee is frequently required to stand, walk, sit, use hands to handle, feel, reach with hands and arms, climb or balance/stoop, kneel, crouch or crawl, drive a motor vehicle, and lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Travel may be required regionally and/or within serving area on a frequent basis.
• The employee is occasionally required to do heavy lifting and work in outdoor inclement weather conditions year-round.
• Ability to perform physical activities that require considerable use of arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
• DOT Medical Certificate may be required based on vehicle and/or location.

Consolidated Communications reserves the right to change or revise duties and responsibilities as the need arises.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.