Job Title: Activations Specialist I
Classification: Hourly, non-exempt
Pay Range: $22 – $24 per hour
POSITION SUMMARY
The Activations Analyst is responsible for supporting the Activations team to establish and maintain infrastructure services through fiber optics to residential and business customers. The role involves both office-based analysis and support to technicians in the field to ensure high-quality customer service and prompt resolution of customer issues.
REPORTS TO
• Activations Manager
SUPERVISES
• May lead, train, or participate in work team assignments
ESSENTIAL FUNCTIONS
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Review FTTH (Fiber to the Home) activations for Quality of Service (QOS).
2. Schedule Activations Technicians to resolve customer issues, coordinating them with customer availability.
3. Process trouble tickets, secure missing notes, reviewing team time entries for accuracy and compliance, and review and monitor customer cases and orders to ensure timely follow-up.
4. Analyze past and current trouble tickets to proactively resolve recurring customer issues.
5. Process quick change/move orders, upgrades/downgrades in service speeds, disconnects, and ownership changes.
6. Manage activation process for non-pay customers, new FTTH, SMB installs, and voice activations.
7. Contact customers regarding their concerns and resolve them promptly, including acting as an escalation point for remote troubleshooting/customer concerns.
8. Schedule appointments for resolving customer outages/service disruptions.
9. Evaluate escalated ISP issues to determine remote resolution feasibility and scheduling Activations Technicians as necessary.
10. Assist in maintaining warehouse inventory from returns, adding equipment not already found in inventory.
KNOWLEDGE, SKILLS, AND ABILITIES
• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Strong customer service skills and ability to communicate technical information to non-technical users
• Organized and able to provide and maintain detailed documentation
QUALIFICATIONS
• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Associates’ Degree in IT or equivalent experience
• 2+ years’ experience in fiber activations/scheduling
WORKING ENVIRONMENT
• Must be able to work overtime with and without notice.
• Office environment
• Must be willing/able to participate in on-call rotation as needed.
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.
• Must be able to spend long hours using a computer/keyboard and/or phone. May involve prolonged periods of sitting, standing, or walking.
OTHER DUTIES
Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.
EEO STATEMENT
Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.