Telecom Service Coordinator (Nortel Switch)

Job Description

Tyto Athene is searching for a Customer Service Representative to support our Fort Belvoir location.

Responsibilities:

• Prepare orders in the NetPlus database by creating a TSR (Telecommunications Service Request) using the information obtained from the customers.
• Coordinate with appropriate supervisors for time and material estimates.
• Obtain JSP funding approval for TSRs.
• Dispatch approved TSRs to the Outside Plant Manager to be worked by the technicians.
• Work directly with Outside Plant technicians and Inside Plant technicians on any service order questions or issues and/or trouble calls as needed.
• Update TSRs in the NetPlus database with appropriate status.
• Track and coordinate the progress of all TSRs. Resolve routine conflicts and escalate as necessary.
• Perform line translations (installs, changes and disconnects) via OSSGATE in the CS2100 Switch and the CM6 Switch.
• Facilitate the flow of information among JSP, NEC, the end user and Verizon personnel to support the requirements of the order.
• Resolve routine pricing inquiries from JSP, NEC and/or end users to include issuance of Corrected Service Orders if needed. Determine when discrepancies cannot be resolved and need to be escalated to the Business Office Supervisor.
• Close TSRs after customer signature acknowledging work completion and update the orders to reflect actual labor and materials used. Ensure filing of Verizon and customer bill copy of the order.
• Update the NetPlus database. This includes building new cables, creating new connectivity devices, updating LENs, updating connectivity for phone numbers and circuits, etc.
• Create and delete voicemail boxes for work orders in the Callware Callegra Voicemail System.
• Reset boxes, passwords and message waiting lights in the Callware Callegra Voicemail System. Fort Belvoir customers have a phone number and an email address that they can use to report issues with their voicemail. CSR's are responsible to answer these calls and emails in a timely manner.
• Give verbal and written instructions for all telecommunication devices used on Fort Belvoir (eg: how to change a voicemail greeting, how to use conference capabilities, etc.).
• Perform the duties of the Business Office Supervisor in his/her absence to include printing and assigning new service orders, creating and reviewing reports, processing cost estimates, etc.
• Act as a backup administrator for the Callware Callegra Voicemail System and the TMetrics Systems.

Clearance:

• Secret Clearance required.

Location:

• Onsite at Fort. Belvoir, VA.

Compensation:

• Compensation is unique to each candidate and relative to the skills and experience they bring to the position. The salary range for this position is typically $50K-$58K. This does not guarantee a specific salary as compensation is based upon multiple factors such as education, experience, certifications, and other requirements, and may fall outside of the above-stated range.

Benefits:

• Highlights of our benefits include Health/Dental/Vision, 401(k) match, Flexible Time Off, STD/LTD/Life Insurance, Referral Bonuses, professional development reimbursement, and maternity/paternity leave.

Clearances Required

Secret

Additional Information

Tyto Athene is a trusted leader in IT services and solutions, delivering mission-focused digital transformation that drives measurable success. Our expertise spans four core technology domains-Network Modernization, Hybrid Cloud, Cybersecurity, and Enterprise IT-empowering our clients with cutting-edge solutions tailored to their evolving needs. With over 50 years of experience, Tyto Athene proudly support Defense, Intelligence, Space, National Security, Civilian, Health, and Public Safety clients across the United States and worldwide.

At Tyto Athene, we believe that success starts with our people. We foster a collaborative, innovative, and mission-driven environment where every team member plays a critical role in shaping the future of technology. Are you ready to join #TeamTyto?

Tyto Athene, LLC is an Equal Opportunity Employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, [sexual orientation, gender identity,] national origin, disability, status as a protected veteran, or any characteristic protected by applicable law.