Senior Network Support Ticket/Schedule & Reporting Specialist

GCI's Senior Network Support Ticket/Schedule & Reporting Specialist will support a team of network support technicians in providing the highest level of customer satisfaction within the technical network support call center.  Will be responsible to ensure defined standards are consistently maintained, following established KPI indicators/reporting guidelines for calls, tickets, scheduling of client network incidents. Working closely with supervisors and managers to examine daily traffic and forecasts to adjust schedules and staff to ensure optimum staffing levels; evaluating trends concerning call patterns, call volumes, traffic flow and customer service to ensure service level objectives are met. Provide reports to management regarding quality standards, and established metrics and benchmarks for recommendations of new and/or updated call/service center technology and process improvements. Collaborate with BTS teams and management to maintain quality standards ensuring proper evaluation methodology for continuous improvement.

Reporting/Audit/KPI Indicators: 

• Coordinate, direct, and participate in assisting others, serving as an escalation point for resolution of issues within the department for all customer inquiries as the frontline single point of contact (SPOC) resolving internal questions, processes, and procedures. 
• Review and identify/develop needed changes in processes, tools, reports, and dashboards. 
• The following business guidelines and SLA’s provide data from reports, dashboards, and email to meet department standards and/or established KPIs in call resolutions, customer satisfaction, ticket completion and scheduling.
• Ensure standards are met for inbound and outbound call handling and that all other work activities assigned are completed timely and accurately. 
• Effectively monitor, evaluate, and distribute daily workload using the appropriate systems, including queue monitoring and other tools.
• Study of daily, weekly, monthly cases for established standards; identify time logged, case opened and successful completions. Identify anomalies, issues regarding case management, customer wait time, communication, status notification.
• Call metrics using Genesys PureCloud; e-mail (Helpscout) SLA for opening cases and notifying customers.

Training/ Mentoring: 

• Work closely with the training and internal departments to identify and develop new hire, ongoing and ad hoc training modules, to ensure excellent customer satisfaction. Provide feedback and daily oversight to identify needs for process and/or changes and necessary tools to attain quality and efficiency. Provide feedback regarding individuals and/or groups that require training; New Hires with GCI University, mentoring or refresher opportunities. 
• Assist and participate with updating onboarding training for tools.
• Documentation – maintain database - Recurring Training – role should be aggregate for the list of changes, refinements, or issues from frontline. Identify technicians to resolve issues, concerns or need for additional training.
• Consistency – everyone receives the same, up to date training based on the current business strategy and business needs. 
• Ensure teams are up to date with new features, process and focus via communication with leads, management, and employees.
• Bring chronic issues to BTS Management for corrective action, systematic or individual; must escalate chronic or disciplinary issues to management immediately. 

Scheduling:

• Work closely with Workforce Management to schedule training, lunches, breaks, and any ad hoc off-the-phone initiatives. Assist in planning/scheduling teams to ensure appropriate phone coverage. Ensure the center meets or exceeds contractual quality standards, including during peak call volume, break, and lunch times.
• Actively participate in management meetings, updating staff on current initiatives and process issues and improvements.
• Identify escalated call issues that impact case processing and advise supervisors and/or technicians on procedures or process improvements to resolve issues. 

• Demonstrated commitment to GCI’s core values of diversity, equity, and inclusion (DEI) by promoting and maintaining an inclusive and equitable work environment for all employees and contractors, and in interactions with customers, vendors, and the public. 
• ACCOUNTABILITY- Takes ownership for actions, decisions, and results; openly accepts feedback and demonstrates a willingness to improve.
• BASIC PRINCIPLES - Interacts with people in a way that builds mutual trust, confidence, and respect; adheres to GCI’s Code of Conduct for Employees – the Basic Principles.
• COLLABORATION - Works effectively with others to accomplish common goals and objectives; maintains positive relationships even under difficult circumstances.
  • Ability to train teams on quality systems, work closely and collaboratively to find and adjust processes as needed. 
  • Must have the ability to successfully interact and collaborate with colleagues, customers, operating and technical staff and other internal company departments. 
• COMMUNICATION- Conveys thoughts and expresses ideas appropriately and professionally.
  • Strong oral and written communication skills, particularly in the ability to communicate with, and understand the needs of, non-technical internal clients are essential. 
  • Instinctively senses issues and opportunities.
  • Concise and accurate written documentation required.
• COMPLIANCE - Follows internal controls; protects confidential information; abides by GCI’s Code of Business Conduct & Ethics.
• CUSTOMER FOCUS - Demonstrates commitment to service excellence; gives high priority to customer satisfaction.
• RELIABILITY - Consistently follows through on assigned tasks as expected; demonstrates timely attendance at meetings, training, and other work obligations.
• RESULTS - Uses a combination of job knowledge, initiative, sound decision making, innovation, adaptability, and problem solving.
• Strong analytical skills, problem-solving skills and troubleshooting abilities. 
• Must be able to function autonomously on assigned projects with minimal direction.
• Gather and interpret data, ability to spot trends and notice outliers.
• Ability to identify problems and participate in providing solutions to ensure efficient and quality results. 
• Ability to keep track of training, results, documentation, and recommendations.
• Must be able to reconcile divergent demands and prioritize individual workload. 
• Demonstrated ability to meet deadlines and multi-task in a dynamic, complex, and rapidly changing environment. 
• Ability to recognize when processes don’t comply with department standards and provide alternative suggestions. 
• SAFETY & SECURITY - Supports a safe work environment by following all workplace safety rules and guidelines; complies with applicable Security policies and procedures.
• Proficient computer skills and MS Office knowledge (e.g., Outlook, Teams, Word, Excel) to complete job duties effectively, such as using the company intranet and to accurately retrieve and input information into database or equivalent.
• Technical Competencies:
  • Must be technically astute; understand ITIL Tier Support and abilities. 
  • Knowledgeable of a Telecommunications Network Call Center environment
  • Comprehensive knowledge of Information Technology, i.e., LAN/WAN technologies, internet and/or platforms
  • Understanding of tracking and documenting Network events and the impact on customers and teams managing the events.
  • Knowledgeable/ability of operating in legacy and mainstream operation systems, desirable.
  • Skilled in operating Microsoft applications, Visio, and PowerPoint
• Understanding the development of electronic presentation materials, MS Teams, Zoom, Skype and the ability to handle ad-hoc question-and-answer sessions is also desirable. 

Level Definition

Position Title: Senior Network Support Ticket/Schedule & Reporting Specialist

Grade: T07

Additional Job Requirements:

This is high level position working in the company’s network support call center; required to have comprehensive knowledge of LAN/WAN Networking operations environment. Knowledge of ITIL Tier Support and functions. Monitor call center trends, call volumes, patterns, and staff.  Work closely with employees, leads, management to identify anomalies, concerns, training, and improvement process needs to ensure highest level of customer service and service level agreements align with the business strategy.  Work on most complex issues and problems under minimal supervision. 

Minimum Qualifications:

Required: *A combination of relevant work experience and/or education sufficient to perform the duties of the job may substitute to meet the total years required on a year-for-year basis

• High School diploma or equivalent.
• Minimum of six (6) years’ experience technical customer service, helpdesk, LAN/WAN Networking, Telecommunications environment, or related. *

Preferred:  

• Associate degree in telecommunications, computer science, electronics, or related field.
• Experience with business intelligence tools, visualization tools, tableau, or relevant reporting tools.
• Microsoft, ITIL, CompTIA, Cisco CCNA, or equivalent certifications.
• Other telecom industry or job specific certifications. 
• Business analysis and/or Project Management skills
• Genesys Cloud (phone system), Salesforce (CRM), Service Cloud/Remedy/Cherwell (ticketing), and Helpscout (email management).

DRIVING REQUIREMENTS: 

• This position may require access to reliable transportation for occasional travel between retail store locations, offices, worksites, or other locations as needed.

• Work is primarily sedentary, requiring daily routine computer usage.
• Ability to work shifts as assigned, work in standard office/home office setting, and operate standard office equipment.
• Ability to accurately communicate information and ideas to others effectively.
• Physical agility and effort sufficient to perform job duties safely and effectively.
• Ability to make valid judgments and decisions.   
• Available to work additional time on weekends, holidays, before or after normal work hours when necessary. 
• Must work well in a team environment and be able to work with a diverse group of people and customers.
• Virtual workers must comply with remote work policies and agreements.

• Background /Security Conditions: Based on the position’s business needs, background and security checks are subject to Level 2 background checks that may include but are not limited to: review of an individual’s criminal history; credit check, and review of DMV records. Job candidates may also need to comply with additional State of AK contract requirements. GCI will ensure that background checks are conducted in compliance with all applicable federal and state statutes, such as the Fair Credit Reporting Act (FCRA) and the Americans with Disabilities Act (ADAAA).