portal resources jobs companies f frontier communications supervisor – commercial customer support center

Supervisor – Commercial Customer Support Center 🔥


Job Profile:


Responsibilities associated with the design, support, maintenance, and management of the company's Ethernet network infrastructure, purchased or leased by customers.


Responsibilities relate to a broad range of staff and service functions that provide support, service, and assistance to the organization. Includes project management, intra-organizational communications, budget tracking, and/or coordination of HR issues. This position will be responsible for managing a team of technical Ethernet testers that will proactively monitor long duration outages, resolve configuration troubles on ethernet services, isolate and diagnosis hardware and fiber/copper troubles, escalate to internal and external suppliers and provide status to customers on a timely basis. This is primarily an evening position but must be flexible to rotate, and work different tours as needed.


Responsible for the operations and administration of the organization's internal/external escalation chain with proactive status to Frontier customers.

Organization/Functional Accountability:
Typically supervises 10 or more non-exempt or Associates in jobs with similar occupational skills. Has authority to staff and conduct performance appraisals. Supervises or provides team leadership to one work unit or project within a sub-function, to include two or more work locations. Administers budgets, day to day operations, schedules and performance of unit.

Leadership:
Strong leadership skills essential. Must be able to coordinate multiple supplier organizations toward same objectives / goals.

Work Complexity:
Works on issues of moderate to extreme scope where analysis of situation or data requires evaluation of identifiable maintenance factors. Exercises judgment and decisiveness within defined procedures and policies to determine appropriate action. Recommends solutions to a variety of day to day challenges.

Knowledge and Skills:
Bachelor's degree or equivalent experience. Functional understanding of area being supervised. Job typically requires greater than 3 years directly related job experience and supervisory experience. (Job-based requirement, not driven by incumbent experience)

  • Company System Knowledge: REACT, NMA, M6, DPI, Viryanet, Virtual Front Office, Remedy
  • Special Technologies and Skills: Understanding of Layer 2 specifically with Cisco, Juniper, Cienna, RAD and Canoga Perkins vendors. AC/DC Power, Analog and Digital Multiplexers Concepts, Complex Translation/Advanced Intelligent Network Skills, Digital Technology Concepts, DS0/DS1/DS3/OCN/Ethernet Design Maintenance Concepts, Electrical Technology, Fiber Optic Systems Concepts and Testing, Fiber Optics Technology, ISDN-Basic Rate, ISDN-Primary Rate Interface, LAN/WAN Management Administration and/or Design Concepts, SLC, Switch Maintenance, Switch Technologies 1A 5ESS DMS100 Siemens Switch Translations Recent Change, TCP/IP and/or X.25 and/or X.75 Protocol Concepts, UNIX Operating Systems or C Programming
  • Computer-Related Skills: High, Proficient in Microsoft Products including Excel, Access, PowerPoint, Visio, and Outlook
  • Methods and Procedures Understanding: Complex Services/Special Access
  • Knowledge of Layer 2 switching, IP concepts long with CISCO Certifications is a plus.

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