Technical Support Supervisor (DOJ)
Location: Saint Louis
Posted on: November 22, 2021
Responsible for the supervision of direct reports, to ensure all
activities that contribute to the successful installation and
ongoing support of Charter residential and commercial telephone and
internet customers, including customer contact, Local Number
Portability (LNP), switch provisioning and service activation. This
includes provisioning, activations, troubleshooting and repair.
MAJOR DUTIES AND RESPONSIBILITIES
Provide guidance with order processing questions/issues and service
complaints; answer questions regarding telephone services,
technical troubleshooting, repair, dispatch and products; discuss
billing questions and service concerns; provide instruction on
troubleshooting techniques, including escalation procedures to be
used with trading partners.
Provide guidance with daily activities for LNP port in, port out
and directory listing, and ensure performance objectives are
achieved. Provide guidance regarding exception questions; assist
with porting transaction questions/issues; provide instruction and
telephone troubleshooting and diagnostic techniques; answer
questions regarding telephone services and products; discuss
service concerns as they relate to porting activities.
Provide guidance regarding switch translations questions/issues and
network element provisioning issues; provide instruction on
telephony troubleshooting and diagnostic techniques.
Provide guidance with telephone and internet installation and
repair questions and issues.
Coach and develop best practices for handling of service
complaints, and handle escalation complaint calls from
Conduct monthly development sessions with individual team members
to coach and develop service excellence.
Conduct annual performance evaluations, provide feedback and
develop action plans for continuous improvement.
Ensure that departmental standards regarding courtesy and
productivity are maintained and that budgeted quotas are met;
regularly monitor performance metrics and provide feedback and
Generate reports for management as required.
Handle customer escalations per established policies, procedures
Hire, evaluate, coach and counsel personnel in the performance of
Interface with other departments through written and verbal
communications to handle switch provisioning issues, network
element provisioning issues and network issues; research customer
complaints and provide feedback to requesting party.
Perform other duties as required.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Knowledge of telephony, VoIP, media gateways, IP Protocols
including H.248 and Megaco, and voicemail servers
Knowledge of E911 translations to include knowledge of the MSAG &
ANI/ALI requirements needed to support E911
Ability to effectively communicate with customers and external
vendors in a courteous and professional manner
Ability to work with others to resolve problems and handle outside
Ability to use personal computer and software applications (i.e.
Word, Excel, Pro Com, etc.)
Ability to communicate orally and in writing in a clear and
Ability to show judgment and initiative and to accomplish job
Ability to work flexible hours and support night or weekend work as
Ability to troubleshoot both on-net and off-net translation issues
that impact Charter's network
Knowledge of all functions and related tasks in the area of local
Knowledge of telephone switch activation requirements and
Knowledge of telephone network element activation requirements and
Ability to prioritize and organize effectively
Knowledge of cable television products and services
Bachelor's degree in Business, Mathematics, Engineering or Computer
Science, or equivalent work experience
Related Work Experience Number of Years
Telephone service delivery experience 4
Switch operations or telephony operations 4
Service activation experience 2
Supervisory experience 1+
Telephone customer service experience preferred
7 Day operation (Hours may vary)
TDP430 294938 294938BR
Keywords: SPECTRUM, St. Louis , Technical Support Supervisor (DOJ), IT / Software / Systems , Saint Louis, Missouri
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