Job Description

The Role

Position is responsible for interacting with Lumen customers professionally and courteously, remotely or in person to review and discuss service order requirements. Persons in this position will be expected to: evaluate customers’ service needs in addition to recognizing and suggesting additional/alternative services as appropriate. Position is responsible for installing, repairing, and testing residential and small business telecommunication services and broadband products and services. These responsibilities include enabling wireless/wired networks on company-approved modems/routers, connecting wires and cables to terminals, and attaching/detaching various kinds of hardware to wires, cables, buildings, poles and inside facilities from the cross-connect or serving terminal up to and inside the customer’s home.

Signing Bonus

This position is eligible for up to $2,500 bonus based on the following: $1,250 bonus after 3 months from start date, $1,250 bonus after 9 months from start date. Wage step increases will also be received 6 months from start date and 12 months from start date.

Location and Schedule

This is a full time position located in Portland, OR. Typical schedule is Monday - Friday 8:00am-4:30pm with rotating Saturdays, and possible overtime.

The Main Responsibilities

Install, maintain/repair, remove, rearrange, program, test and troubleshoot residential/small business products and services, including but not limited to POTS, HSI, Networking and fiber from the cross-connect or serving terminal into the customer’s premise.
Set up, reconfigure, maintain, and troubleshoot customer’s wireless/wired home network, including but not limited to: wireless modems; LAN peripherals such as Wii; printers; IPTV; other wired and wireless communication devices linked into the home network.
Complete various splicing connections on new and existing cable, fiber, wire and connects wires and cables to terminals and attach/detach various kinds of hardware to wires and cables. This includes cabling various electronic components (e.g., routers, computers, TVs, stereo systems and home entertainment systems) and installing/maintaining/repairing inside wiring and jacks.  
Utilizes hand tools, power tools and specialty tools, including test equipment (i.e., VFL, ONX, OTDR) and/or laptop computer to  install or repair and confirm product/service functioning properly, to troubleshoot and take appropriate action, and/or to coordinate repair and service issues with the applicable test center or other designated employees.
Read and interpret customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps, blueprints, diagrams, etc., and perform specified work.
Receive service orders and repair tickets from supervisor or other designated employees and performs specified work. 
Complete designated amount of work in a specified timeframe with a high degree of quality, adjusting work assignments or schedules to meet changing work-related priorities or demands.
Interact with customers professionally and courteously via telephone and on the premises. Review and discuss service order requirements with customers, evaluating customers’ needs in addition to recognizing and suggesting additional/alternative services as appropriate. 
Confirm/update trouble reported or services ordered, review billing information, respond to questions on features/usages/applications/capabilities of equipment and services, review systems configuration. Test equipment, lines and services to verify proper installation and/or repair.
Identify/explore additional revenue generation opportunities.
Work well with others to achieve common goals and to foster a cooperative climate, as well as works independently in the field with little supervision.
Uses laptop for various purposes, including but not limited to: checking email, reviewing ticket or circuit information, running test routines.
Work with telecom color-coded wires and cables. Work with basic electricity, as it relates to telecommunications.

What We Look For in a Candidate

Work Environment:

Must work varying shifts and hours including possible mandatory overtime, weekends and holidays.
May be assigned to work out of town for varying lengths of time.
Requires a valid state driver’s license and a satisfactory driving record.
May climb and work at elevations (e.g., from ladders, poles) exceeding 18 feet.
When working aloft with ladders or other equipment with weight-capacity ratings, employees must adhere to the Company safety policy and equipment weight requirements.
May work in confined spaces (e.g., attics, crawl spaces).
May perform strenuous physical activities including, but not limited to lifting objects weighing over 75 pounds.
May perform job activities outdoors in different weather conditions (e.g., extreme cold and/or heat, inclement weather).

Education/experience:

High school diploma
0 to 2 years of experience

Compensation

The starting salary for this role differs based on the employee's primary work location. Employees typically do not start at the top of the range, though compensation depends on each individual's qualifications.

Location Based Pay Ranges