*Part-time position available, located in Wall, SD. This is not a remote position. 

Varied shifts available, including some holidays

*$20 - $25 per hr - Depends on experience and shift

General Summary:
A Service Assurance Agent provide entry level customer and network surveillance, triage, and repair support for the Company’s network and customers. Service Assurance Agents work in the Network Operations Center (NOC) and are the frontline, first-level technical support within the Service Assurance team responsible for insuring customer and network service reliability and quality. Monitor the Company’s network for alarms and disruptions in service.

Essential Job Functions:

• Provides administrative and technical service delivery and service assurance support and trouble requests from internal and external customers.
• Monitors the Network Management System (vSure) to proactively identify service impacting alarms and events from Central Offices, Subscriber Access, Transport, Ethernet/IP, and Voice network.
• Follows documented work instructions to document, triage, and repair network alarms or determine next steps in resolution during or after normal business hours.
• Ensures all assigned or reported customer support or trouble are properly documented, dispatched, and escalated to resolve them as quickly as possible.
• Utilizes the company escalation procedures and escalates to the next level of management or technical support if unable to clear issues in a timely manner.
• Utilizes the trouble ticketing system to log all pertinent customer or personnel interactions, troubleshooting steps, or equipment diagnostic details.
• Performs company-wide notifications during network incidents when a Service Assurance Tier I, Tier II, or Supervisor are unavailable.

Other Responsibilities:

• Perform all other related duties as assigned by Management.

Knowledge, Skills & Abilities:

• Technical in nature with the ability to learn quickly and share knowledge through one on one or group training.
• Experience using a ticketing/transaction system and have the literary skills to provide essential support or trouble details.
• Ability to multitask during major outages with attention to detail and the ability to provide follow up when required.
• Ability to manage technical workload and engage senior technicians and management as appropriate.
• Must possess good analytical and problem-solving skills.
• Knowledge of company policies and procedures.
• Working knowledge of operational support escalation.
• Ability to read, analyze and interpret all forms of information.
• Effective communication and strong interpersonal skills required.
• Must be a team player in a fast paced, task-driven, team environment.
• Must demonstrate tact and diplomacy.
• Flexibility and handling ambiguity required.
• Knowledge and experience with Microsoft Office products.
• Ability to provide excellent customer service whether internally or externally.

Education and/or Experience:

• High School diploma, GED or equivalent required
• Associates Degree in telecommunications, electronics or networking preferred.
• Working experience in a Call Center or Network Operations environment a plus.

Certifications, Licenses, Registrations:

• Must have, or be able to obtain, and maintain a valid South Dakota driver’s license, have an excellent driving record and be insurable under the Company’s policy carrier.

Physical Requirements:

Working Conditions:
Good working conditions with the absence of disagreeable conditions. Climate controlled building with adequate lighting and space. The noise level in the work environment is usually quiet.

Note:
To perform this job successfully, an individual must be able to perform the essential duties satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.

To learn more about Golden West Telecommunications, visit us at https://www.goldenwest.com/