NSD Tier 3 Network Support Technical Administrator

NSD Tier 3 Network Support Technical AdministratorAtlanta, GA


Position Description:



Essential job functions
Support Workflow Management
· Review tickets within established timeframe which do not meet network requirements (includes Clarify-error TTs).
· Provide quality feedback on tickets that could be worked by network, but present a training opportunity for Customer Care representatives.
· Assign misrouted tickets to the appropriate group/NOC and provide quality feedback to Customer Care.
· Monitor Clarify queue to adjust workflow
· Assign parent/child relationships on related troubles.
· Be cognizant of scheduled changes in the network which may impact ticket volume or lead to quicker resolution time.
· Provide correlation opportunities for tool development (parent/child relationships)
· Manage internal SLA to assure timely resolution of customer issues and help drive SLA metrics improvements.

Coordination
· Track network issues on the Service Stewart website, correlate with open tickets were applicable.
· Facilitate Tier 3, Integration, Platform Managers involvement on issue requiring a software patch or vendor management to resolve an issue.
· Identify/develop training opportunities for the customer care organization.

Communication
· Serve as single point of contact for escalations from customer care by highlighting Case escalations within CTS and coordinating any internal escalation communication between Care and Network.

Reporting
· Produce daily/weekly/monthly ticket productivity reports in order to improve management of resources and SLA effectiveness.
· Stewart web site report - weekly or monthly report of network tickets associated with voice and data troubles reported on the steward web site.
· Create resolution code reports - ensure proper resolution codes are being utilized by NSD Tier 3. Also serves as a tool in tracking root cause of customer reported troubles/issues.
· Create Reject/trends - downward trend in ticket rejects
· Create Quality/trends - to identify training opportunities for Customer Care organizatio


Position Qualifications:



Previous experience troubleshooting customer issues related to a wireless network. Must have excellent communication skills. Must have experience using Excel and Remedy/CTS. Must be able to work with a positive attitude in a high paced teamwork oriented environment

"Cingular Wireless is an Affirmative Action/Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce. EOE/AA/M/F/D/V."







Apply online today at Cingular, and find out if a career with us might fit you best!

Cingular Wireless is an Affirmative Action / Equal Opportunity Employer, and we're committed to hiring a diverse and talented workforce.