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As a Fiber Operations Support Coordinator you will work as a member of the National Fiber Operations Support Team to provide high quality support and governance for all local fiber operations teams as well as with Ting’s in market vendors. You will also be a critical part of Ting’s Construction Experience program as you receive customer reports, document them and then triage a resolution with our internal and external resources.
Job Responsibility:
Coordinate the resolution of construction related concerns including damage to private property, infrastructure and installation damages
Correspond with residents regarding repairs and reimbursements
Provide high-quality day-of-job support as the first point of contact for field technicians and local operations teams across all Ting markets
Monitor scheduled and completed work orders for quality and accuracy, and ensure routing is optimized for local operations teams across all Ting markets
Assist with the collection and interpretation of data as it relates to national and local operational analytics
Ensure all operational playbooks, processes, and procedures are followed and provide feedback as appropriate
Assist local teams with workforce & capacity planning
Monitor vendor related SLAs and present data as it relates to national vendor performance
Requirements:
Two or more years of experience in a customer service role, preferably in a telco or internet service provider
User-experience with one or more versions of scheduling & dispatching software is preferred
Dispatching, vendor management, and data analytics experience is an asset
Knowledge of construction practices is a plus
Experience with property management, real estate, or dealing with HOAs/housing co-ops/condominiums is preferred
Growth mindset required – Must be driven to grow and succeed professionally
Nice to have:
User-experience with one or more versions of scheduling & dispatching software is preferred
Dispatching, vendor management, and data analytics experience is an asset
Knowledge of construction practices is a plus
Experience with property management, real estate, or dealing with HOAs/housing co-ops/condominiums is preferred
What we offer:
Fair compensation and generous benefits
Reasonable accommodation for individuals with disabilities
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