Dispatch/Provisioning Technician_Part Time

General Summary

Dispatch/Provisioning Technicians work as part of a team to organize, prioritize, and distribute daily Field Operations assignments. This part-time position answers customer and technician calls Monday through Friday from 5:00 p.m. to 9:00 p.m. and Saturday from 8:00 a.m. to 5:00 p.m.

Responsibilities

• Responds to customer escalation calls, schedules technician visits, and works to meet requested service dates
• Reschedules trouble calls and service orders as needed
• Ensures technicians have a full workload for the next business day
• Manually provisions equipment when needed
• Performs general clerical duties, including answering technician and customer calls to provide provisioning support
• Contacts customers after provisioning-only orders are processed to confirm services are working properly
• Manages customer escalations, including fast-lane and aged trouble calls
• Performs provisioning and assignment duties as workload or staffing needs require
• Performs duties at home office on weekends and during evening hours
• Performs at Truvista office, as required, for training and follow up support
• Performs other related duties as assigned by management

Qualifications

• High school diploma or equivalent required
• One to three years of related experience preferred; industry experience also preferred
• Must be available to work evenings and weekends
• To qualify for work from home, applicants must meet WFH requirements for bandwidth, work environment, and office setup (Truvista provides the required equipment, including a laptop, IP phone, and headset)
• Bilingual proficiency in English and Spanish is a plus

Skills

• Customer Service: Effectively manages difficult or emotional customer situations, solicits customer feedback to improve service, and meets customer commitments
• Interpersonal Skills: Focuses on resolving conflict vs. blaming others, maintains confidentiality, and is open to coaching and innovative ideas; able to work independently
• Communications: Communicates clearly and professionally, listens carefully, asks clarifying questions, responds effectively to questions, and prepares professional written business correspondence
• Teamwork: Provides and welcomes feedback, contributes to a positive team spirit, and supports team member efforts to succeed
• Attendance/Punctuality: Is logged in and ready to work at the start of each shift and limits unscheduled absences
• Leadership: Inspires and motivates others to perform well, provides vision and inspiration to peers, and gives appropriate recognition to others; exhibits sound judgment, makes good decisions, and is willing to learn
• Organizational Support: Follows policies and procedures and completes administrative tasks correctly
• Planning and Organizing: Prioritizes and plans work effectively and uses work time efficiently; pays close attention to detail
• Interpretation: Able to read, analyze, and interpret instructions, contracts, policies, documents, and regulations
• Calculations: Able to calculate adjustments and amounts such as discounts, pro-rata, percentages, and apply concepts of basic accounting
• Professionalism: Maintains a professional appearance; approaches others in a tactful manner, reacts well under pressure, and treats others with respect and consideration regardless of their status or position; accepts responsibility for own actions and follows through on commitments
• Computer/Office Systems Skills: Possesses solid operating knowledge of Microsoft Word, Excel, Outlook, and various other job related software – to include phone systems

Physical Requirements

• Close vision, distance vision and ability to focus
• Regularly required to talk or hear
• Regularly required to use hands to grasp, handle or feel
• Must be able to write, type and use phone system
• Minimal lifting/pulling/pushing/climbing/kneeling/stooping