SBS Customer Support/Field Technician at Spokane Tribe… · WELLPINIT

Summary: The Spokane Tribe of Indians is seeking a Customer Support/Field Technician for their Sp’q’n’i? Broadband Services (SBS). This role involves performing customer premise equipment installations, troubleshooting technology, and providing customer support, primarily at customer locations. Responsibilities: - Perform site surveys for potential customers to evaluate serviceability - Perform first-level customer support to troubleshoot connection issues over the phone and work with broadband staff to schedule service calls as needed - Diagnose customer problems at service calls and restore functional service to existing customers - Perform customer support with setup of external customer devices including computer/laptop, phone, streaming television provider, etc - Keep records of customer interactions, transactions, comments and concerns - Install new customers with internet service, which includes mounting equipment at roof height, running ethernet cable from outside to the customer’s choice inside, ensuring quality workmanship - Configure routers to enable customer access to internet services - Perform equipment upgrades for existing customers - Interaction with broadband staff on completed work orders for new, disconnects or changes to existing services to ensure timely and accurate billing for types of services rendered - Complete documentation and utilize software to plan daily schedule, complete jobs, document customer interactions and troubleshoot with customers - Maintain assigned tools, including vehicles, and monitor inventory & equipment levels to ensure work readiness - Maintain communication with broadband staff while in the field, when available - Available for on-call support 24/7/365 (excluding scheduled time off) - Advise management of new telecommunication billing developments and provide recommendations to ensure cost effective services that adopt emerging industry best practices - Perform routine maintenance checks on all of the wireless broadband tower equipment - Become familiar with the work site drone and utilize it for a variety of projects - Daily travel to customer job sites - Provide on-call emergency service as needed - Attends training as needed - Performs other duties as assigned Required Qualifications: - High School Diploma or GED - Related work experience in construction - Must have a valid driver's license Required Skills: Customer premise equipment (CPE) installation, Troubleshooting technology, Customer support, Site surveys, Router configuration, Ethernet cable installation, Telecommunication billing, Wireless broadband tower maintenance, Drone operation, Solution seeking