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Dispatcher Sr

Company: Shentel
Location: Waynesboro
Posted on: November 19, 2021

Job Description:

Telecommunications Company (Shentel) provides broadband services through its high speed, state-of-the-art cable, fiber optic and fixed wireless networks to customers in the Mid-Atlantic United States. The Company's services include: broadband internet, video, and voice; fiber optic Ethernet, wavelength and leasing; and tower colocation leasing. The Company owns over 6,800 route miles of fiber and 223 macro cellular towers. For more information, please visit Job Summary: This role will provide valued support in a team environment and work within the Operations Support Center. Additionally, this team will work with the Drop Coordinators in support of the in-house and any Shentel contract partner technicians. Each member will be competent with the basic scope of Dispatching and general operational field duties associated with multi-service telecommunications networks. Responsibilities include, but are not limited to, creating, dispatching, and clearing trouble reports for all companies of Shentel. Vital to determining the nature of the trouble and the proper department to handle them, Dispatchers will analyze all reported troubles and dispatch those troubles to the proper department for the necessary service work. These actions include daily contact with internal and external customers, Network Technicians, and Management regarding service orders, dispatching and clearing of troubles, and any service problems. Qualification Requirements: * Education: High School Diploma required. Associate's degree is preferred. Other candidates with strong workforce, operational, and technical backgrounds and/or telecommunications industry experience will be considered. * Experience Level: 3-5 years of Communications/Customer Service experience required. 3-5 years of Telecommunications experience is required. 1-2 years of Project Management/Capacity Coordination experience required. 1 year of experience with workforce analytics in workforce or contact centers with at least 15 employees is required. 3 years of experience with Workforce Management software such as M4, Commforce, Cisco, Genesys/i3, or Optimizer required. Job Skills & Knowledge: Skill Requirements: * Proficient with the Interactive Desktop and Quality applications in Genesys/i3. * Highly skilled with SmartSheet applications. * Highly skilled in the field work force scheduling system. * Skilled in Call Center Workforce Management. * Proficient in Route Optimization and Capacity planning. Knowledge of: * Microsoft Excel, Word, Visio, BI, Tableau, FSM/CSG, M4, Commforce, iCommV, nrby, WEX, NetCloud, OTIS, and other telecommunications support related tools. * Copper, coax, wireless and fiber technology and applications. * Industry standard Telecommunications and Dispatch practices. Certificates: * VA811 RTE Certified (Remote Ticket Entry) required. * Master Dispatcher Certification required. Other Requirements: * Strength Level: This is sedentary work. Shentel provides a drug-free workplace and is an EEO employer. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex (including sexual orientation and gender identity), national origin, disability, or protected Veteran status. If you require accommodation or assistance to complete the online application process, due to a medical condition or impairment, please contact a HR Representative at 540-984-5241 or When you contact a HR Representative please identify the type of accommodation or assistance you are requesting. We will assist you promptly. For technical issues with the website, please contact EEO is the Law and Pay Transparency Other details * Job Family Engineering & Operations * Job Function Incumbent Cable * Pay Type Hourly * Required Education High School Apply Now * Edinburg, VA 22824, USA * Lynchburg, VA, USA * Radford, VA, USA * Waynesboro, VA 22980, USA * Weston, WV 26452, USA

Keywords: Shentel, Roanoke , Dispatcher Sr, Professions , Waynesboro, Virginia

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