I&R Customer Service Tech

Ringgold Telephone Company

Job Description

Job Title:                                           I&R/Customer Service Technician 

Department:                                     I&R/Customer Service Department

Reports To:                                      I&R/Customer Service Technician Manager

FLSA Status:                                    Hourly, Non-Exempt

Prepared By:

Prepared Date:                                October 24, 2018; Updated July 15, 2019, Updated August 31, 2020; Updated    

                                                            January 19, 2021; Updated March 21, 2023; August 10, 2023

Approved By:

Approved Date:

Summary: The Customer Service Technician is responsible for timely, neat and efficient installation and repair of voice, data services, fiber and data circuits such as DSL to new and existing residential and business customers & completes installation of telephone facilities and special equipment on customer's premises. This position must also define problems and collect data that would lead to resolution of data problems.

Goals and Objectives

Ensure completion of service orders in a timely, efficient and courteous manner.

Perform installation & repair duties in compliance with all applicable industry and company standards.

Have a clear understanding of practices and procedures related to the field of data, fiber and voice services.

Perform preventative maintenance tasks as identified in the plant network.

Perform miscellaneous projects for the Operations department as needed.

Essential Duties and Responsibilities: include the following. Other duties may be assigned.

Telephone & Broadband Services

As part of your duties, you will have access to confidential/sensitive information. It is of utmost importance to maintain confidentiality of the information.  Whether it is internally within RTC regarding matters of financial, business, or private health (HIPAA)/personal information, or at a customer's home or business.  You must adhere to and comply with confidentiality in all matters/duties related to this position.

Read and interpret customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps blueprints, diagrams, etc. and performs specified work. Includes POTS, HSI, jack work, inside wiring, etc.

Install, troubleshoot and repair voice, fiber data and network service in compliance

with all applicable industry and company standards.

Test cabling in outside plant & customers premises using provided test equipment to determine total line quality to customer’s facilities.

Record test readings in RTC records.  Leave customer information packets on the battery backup on fiber install and battery replacements. 

Configure network wiring for service orders in remotes as required.

Install inside wiring of customer premises as requested by the customer.

Install, configure, and troubleshoot managed Wi-Fi services.

Determines type and quantity of equipment to be installed.

Maintain accurate information on all service orders and trouble tickets for plant

and billing records, lease agreements and recording all serialized equipment. 

Inform Customer Support Tech/Dispatch & Assignment Specialist and Customer Service employee that started the order of any problems or delays in performing installation or clearing troubles.

Complete Irregular Plant Sheets and email a copy to the Engineering Group, copy I&R/Customer Service Technician Manager and Director of Operations of any plant irregularities or assignment problems.

Demonstrate mastery of color codes for telephone cables.

Provide customers with information and recommendations on additional features

or services.

Work with computer operating systems to install and/or repair home and/or business standard HSI or networking products. Performs software upgrades as needed

Work in and around Network Operation Centers, communication rooms, cable raceways and become familiar with Professional Services products (ex. switches, routers, AP’s and Hosted Services)

Continually learn as the wireless/ IP products evolve and become familiar with the installation and operation of products (ex. AP’s, mesh systems, camera’s)

Maintain a clean vehicle at all times and maintain a properly stocked vehicle at all times.

Perform cable repair and construction work as required, to include connecting wires and cables to terminals and attach/detach various kinds of hardware to wires, cables, buildings and poles.

Work aloft in bucket truck, on pole climbers, extension ladders or work on aerial crew. Choice of bucket use, pole climbers or extension ladders is performed at the employee’s choice as long as can be safely performed.  Equipment is assigned accordingly.

Use hand tools, power tools (air and electric), and specialty tools, including electric and electronic measuring devices (e.g. multimeters, HST and Viavi) and a laptop.

Serve as emergency call-out staff for one week each month, or as rotation

requires.

Proper use of PPE equipment

Other duties may be assigned as dictated by the needs of the company.

Sells products and services and generates sales leads for the CSC Group.

Performance Expectations

Through a time study conducted by the I&R/CST manager, each installation and trouble type has an average time of install or repair. Must achieve this average of installations and repair times that has come out of the time study.

Supervisory Responsibilities

This job has no supervisory responsibilities

Education and/or Experience

Bachelor's degree (B. A.) from four-year College or university; or two to four

years related experience and/or training; or equivalent combination of education

and experience as follows:

Formal training/certificate in Telephony theory, principles and practice.

Basic Electricity, Grounding and Bonding

Splicing/Color Code theory of both copper and fiber optic cables

Expertise in meters such as TDR (Time Domain Reflectometer), OTDR (Optical TDR), Ohm meter, Volt meter, Fault locator meter and Fiber Optic fusion splicer

Knowledge and understanding of how to properly run inside wire for phone,

broadband and Broadband  products (ex. wireless and camera products).

Knowledge and understanding of troubleshooting techniques for phone,

broadband, Wifi, and basic networking.

Knowledge and understanding of TCPIP

Knowledge and understanding of Installation and troubleshooting techniques for

Fiber Optic services

Certificates, Licenses, Registrations

Installation & Repair Certificate  

Basic Electricity Certificate

ADSL & Broadband Installation Certificate 

PBX & Key system training certificate 

Valid Drivers License 

Flagging Certification

Confined Space Certification

DOT Health Card Preferred

Knowledge of low voltage construction

Physical Demands 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. Reasonable accommodations may be made to enable

individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use

hands to finger, handle, or feel and talk or hear. The employee is frequently

required to stand; walk; sit; reach with hands and arms; climb or balance and

stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move

up to 50 pounds. Specific vision abilities required by this job include close vision,

distance vision, color vision, peripheral vision, depth perception and ability to

adjust focus.

Work Environment The work environment characteristics described here 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.

While performing the duties of this Job, the employee is regularly exposed to

outside weather conditions; extreme cold and extreme heat. The employee is

frequently exposed to wet and/or humid conditions and high, precarious places.

The employee is occasionally exposed to risk of electrical shock. The noise level

in the work environment is usually moderate.

 RTC is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.