BTC Broadband Careers

Inside Sales Representative

POSITION SUMMARY:

Serves as primary point of contact for new and existing customers. Sells and promotes phone service, internet, and long distance of the company. Assists customers with billing inquiries, and new service requests. Completes paperwork for service applications and disconnects. Investigates credit references of new customers and performs collection functions on delinquent accounts.

JOB RESPONSIBILITIES:

  1. Answers questions from customers for the purpose of providing information regarding Company services and procedures. Tasks may include receiving phone calls or greeting walk-in customers, listening to feedback and concerns, identifying customer needs, providing product information, research customer problems and reply back to the customer.
  2. Initiates and routes service orders and trouble tickets for the purpose of expediting service to customers. Tasks may include handling customer complaints, processing requests for changes for existing customers, completing directory and E911 updates, and collecting customer advance payments or old account payments.
  3. Processes orders for new service for the purpose of initiating timely service connections with new customers. Tasks may include sending/receiving service orders, providing product information to new customers, reviewing customer accounts, setting deposits (if necessary) and coordinating service requests.
  4. Ensures billing information is current by updating subscriber billing records to reflect most recent account activity including service order information, miscellaneous charges and credits, bad-debt write-offs, etc.
  5. Promotes and sells services and products to new and existing customers.
  6. Develops and sends correspondence to customers including welcome letters, etc.
  7. Ensures individual sales, retention and customer experience targets are met.
  8. Handles arrangements, disconnects and reconnects of services of customers with late payments. Performs collection functions on delinquent accounts.
  9. Provides excellent customer service, aids in completing purchases, and resolving issues.
  10. Performs all other related duties as assigned by management.

EDUCATION, EXPERIENCE AND SKILLS:

  1. High School diploma or equivalent.
  2. One-year experience in customer service with a telephone company or other utility company.
  3. Ability to communicate with customers, various business contacts, and co-workers in a professional and courteous manner.
  4. Ability to use various office equipment, personal computer, telephone system, copier, and fax machine.
  5. Strong verbal and interpersonal skills.
  6. Experience with Microsoft Office and the Internet.
  7. Experience in handling cash and daily balancing.
  8. Ability to work with frequent interruptions.
  9. Ability to pay close attention to detail.
  10. Ability to effectively function as a team player.

Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more. Please fax or mail your resume to Human Resources, 6 E. Breckenridge, Bixby, OK 74008. Fax (918)366-2044 or email btc-jobs@mybtc.com. No phone calls please.

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Cable Locator

This position is one involving safety-sensitive job duties

POSITION SUMMARY:

Uses various models of electronic cable locating equipment to determine and mark underground locations of telephone copper and fiber optic cables.  Requires access / disassembly – reassembly of pedestals, cabinets, and building terminals.  Requires disconnection / reconnection of telephone grounding systems.  Requires self scheduling for multiple locate request sites and related travel routes.

ESSENTIAL FUNCTIONS:

  1. Monitors one call request forms and determines response time and routing to meet one call locate response time requirements.
  2. Uses laptop PC and various construction drawings to determine cable information and routes
  3. Accurately locates underground copper and fiber optic cables and marks the location of the route with appropriate indicators.
  4. May confer with customers to further determine cable locate problems and acceptable resolutions.
  5. Maintains and monitors performance of locate equipment accuracy. Coordinates repair requirements with material & supply.
  6. May be called upon to research damaged cable incidents & record incident evidence using digital photos & written reports.
  7. Works & coordinates with BTC contracted locate services.
  8. Responsible for performing after hour emergency locates.
  9. Performs all other related duties as assigned by management.

EDUCATION, EXPERIENCE AND SKILLS:

  1. Knowledge of basic electronics and circuit diagrams.
  2. Knowledge of telecommunications cable plant and associated structures.
  3. Basic PC skills & ability to read CAD map and construction drawings to determine cable information and routes.
  4. Knowledge of company products and services.
  5. Knowledge of company policies and procedures.
  6. Ability to operate a motor vehicle appropriate for the job position.
  7. Skill in operating locating equipment including various hand tools.
  8. Ability to communicate with co-workers and various business contacts in a professional and courteous manner.
  9. Ability to read and interpret documents such as locate request forms, maps, staking sheets, and operating and maintenance instruction manuals.
  10. Ability to pay close attention to detail.
  11. Ability to work independently and make sound technical decisions as related to cable locate activity using information at hand.
  12. Ability to effectively function as a team player.
  13. High School diploma or equivalent plus two years of telecommunications schooling or equivalent work experience.

Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more. Please fax or mail your resume to Human Resources, 6 E. Breckenridge, Bixby, OK 74008. Fax (918)366-2044 or email btc-jobs@mybtc.comNo phone calls please.
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Service Desk Operator II

POSITION SUMMARY:

The Service Desk Operator is responsible for providing Second Level Support Help Desk functions for residential and business customer premise equipment, software, and services. Service Desk functions include coordination and collaboration with First Level support, Central Office, and Information Systems departments will be required at times to assist with accomplishing service support objectives and projects.

JOB RESPONSIBILITIES:

A. Service Desk: Incident Management

1. Respond to incident reports and ticket escalations from First Level Support in a timely manner.2. Interface directly with customers to troubleshoot and resolve issues involving telephone, PC, LAN, Wi-Fi, VoIP, and/or PBX equipment.3. Coordinate ticket escalation to Third Level Support, Field Support (I&R), or third-party providers.4. Help develop, maintain, and adhere to troubleshooting procedures for supported services.5. Close incident records (trouble tickets): Correctly categorize incidents for problem identification and to check for completeness of information.

B. Service Desk: Change Management1. Process service orders to deliver services in a timely and efficient manner.2. Facilitate and document service transitions and qualification.3. Assist with the testing, configuration, and documentation of services and related customer premise equipment.4. Work with OSP to maintain accurate facilities records in OSS.

C. Professional Services1. Provide IT professional services to business customers.

D. Participate in Projects1. Work with project teams under the supervision of the project manager.

E. Performs other related duties as assigned by management.

III. Distinction of Position Levels:

1. Level I – performs the job at a satisfactory level, but may require regular supervision.2. Level II – performs the job at a satisfactory level and requires occasional coaching.3. Level III – exhibits skill mastery, little or no coaching required.

IV. EDUCATION, EXPERIENCE, AND SKILLS:

The required specifications (education, experience, and skills) are those that the employee must have to hold the position. Applicants applying for this position must possess the required specifications in order to be considered for the job. The desired specifications are those that are not required for the employee to hold the position but the employee should try to obtain the desired education, experience, and/or skills to be effective and successful in the position.

1. Required education: High school graduate or equivalent.

2. Desired education: 2-year College degree in a technology related field, relevant certifications and/or training.

3. Required experience: 1+ year experience with technical support

4. Additional desired experience: Any mix of the following: LAN and ISP network fundamentals and protocols, Wi-Fi, PBX, telecommunications, call center experience.

5. Required skills: Attention to detail, critical thinking, and analytical skills. Ability to work effectively with internal and external customers in a team environment. Proficient in use of Windows desktop operating systems and standard office applications. Basic home and small business LAN setup and troubleshooting. Diagnostic, troubleshooting, and problem-solving skills for typical user issues. Ability to solve common problems independently, quickly, and completely. Communicate clearly and effectively with customers, peers, supervisor, and other department members through verbal and non-verbal communication. Dexterity and familiarity with hand tools. 40+ WPM.

6. Desired skills: Aptitude for learning new material quickly. Able to take the initiative and to work with or without regular supervision. Process documentation and diagram skills.

Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more. Please fax or mail your resume to Human Resources, 6 E. Breckenridge, Bixby, OK 74008. Fax (918)366-2044 or email btc-jobs@mybtc.comNo phone calls please.

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Installation & Repair Technician

POSITION SUMMARY:

Installs, maintains, and repairs customer POTS, Internet, VOIP, Special Circuits, and premise equipment.  Typically installs aerial and/or buried service drop cabling, station protectors, ONTs, network interface devices (NID), and performs wiring for new or existing POTS, Internet, VOIP and Special Circuit subscriber services.

ESSENTIAL FUNCTIONS:
Installation
  1. Installs aerial and buried service drop wires, station protections, network interface devices and ONTs for the purpose of delivering new POTS, Internet, VOIP, Special Circuits, and equipment for new or existing customer services.
  2. Installs in premise wiring and jacks to support Ethernet connectivity onsite at customers request or as communicated in the Service Order.
  3. Uses appropriate testing equipment to verify that newly delivered customer services are at the best possible performance.
  4. Completes all installation forms and reports, to include rate sheets and customer acceptance sheets.
  5. Provide customer education on features and use of services.
  6. Maintain and document inventory to fulfill Trouble Ticket and Service Order needs.
  7. Communicate arrival or delays with customers while maintaining the upmost level of timeliness on Service Orders.
Repair
  1. Maintains and repairs POTS, INTERNET, VOIP, and Special Circuits and equipment for existing customer services.
  2. Maintains and repairs existing customer services using splicing procedures for copper or fiber optic cable and by using the appropriate test sets to locate line trouble.
  3. Determines necessary repairs which may include repairing aerial and buried service drop wiring, station protectors, running new cabling and replacing jacks, NID, ONTs, modems, and repairing pedestals as needed.
  4. Responsible for properly communicating the need for a Buried Drop Request through Service Order comments, Trouble Ticket comments, or direct communication with Service Desk.
  5. Responsible for properly communicating any damages to customer premise through emails to the Service Desk Manager and the Director of Engineering.
  6. May confer with customers to further determine problems and acceptable resolutions.
  7. Completes all repair forms and reports, to include rate sheets and customer acceptance sheets.
  8. Communicate arrival or delays with customers while maintaining the upmost level of timeliness on Trouble Tickets.

EDUCATION, EXPERIENCE AND SKILLS:

Required
  1. High School diploma
  2. Skill in operating service equipment including PC laptop, various hand tools and copper and fiber optic network testing equipment to evaluate, test, and repair associated POTS, Internet, VOIP, and Special Circuit equipment and services.
  3. Ability to communicate with co-workers and various business contacts in a professional and courteous manner.
  4. Ability to effectively function as a team player.
  5. Ability to operate a motor vehicle appropriate for the job position.
  6. Ability to pay close attention to detail.
  7. Knowledge of basic electronics, specification sheets, and circuit diagrams, copper, and fiber optic cable splicing and PC literate.
  8. Knowledge of telecommunications plant equipment operations and maintenance for POTS, Internet, VOIP, and Special Circuit services as provided over copper and fiber optic networks.
  9. Knowledge of company policies and procedures.
  10. Knowledge of company products and services.
Desired
  1. Ability to improve or redesign procedures for specific installation/repair problems.
  2. Ability to work independently and make sound technical decisions using information at hand.
  3. Two years of telecommunications schooling or an equivalent five years’ experience in the installation and maintenance of similar POTS and Internet, VOIP, Video and Special Circuit telecommunication equipment serving over copper and fiber optic networks.
  4. Ability to read and interpret documents such as ESRI maps, staking sheets, and operating and maintenance instruction manuals.
  5. Certifications in Fiber Splicing, Safety, Network, or any other related field.

LICENSE:

Valid Oklahoma Driver’s License required.

Bixby Telephone Company dba BTC Broadband offers competitive pay and excellent benefits including Medical, Dental, Vision, 401K, and more. Please fax or mail your resume to Human Resources, 6 E. Breckenridge, Bixby, OK 74008. Fax (918)366-2044 or email btc-jobs@mybtc.comNo phone calls please.