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Company: Orchestra Technology
Location: Plano
Posted on: May 15, 2022

Job Description:

We are looking for a Service Assurance Analyst to join our Wireless Networks team. You will be a key contributor providing translation of technical issues and key performance indicators to management. You will have your finger on the pulse of the 4G/5G customer network, monitoring ticketing trends, make improvement recommendations, and provide presentations of those indicators to internal and customer teams.
Essential Duties and Responsibilities:
--- Provide proactive, in-depth ticket analysis for quality and content, providing regular feedback to management and peers
--- Ensure the latest ticket status is provided to the customers
--- Call quality sampling and suggestions for agent improvement
--- Continually analyze and improve existing support processes to improve resolution time and customer satisfaction
--- Follow up on ticket progress internally and with customer to identify and address ticketing cycle gaps
--- Ensure high severity issues (sev1 & sev2) are resolved to meet agreed SLA requirements
--- Ensure lower severity issues (sev3 & sev4) are updated in a timely manner
--- Collaborate and work with Remedy development team to enhance ticketing system and identify improvements and needed features
--- Strong on customer support as well as data analysis of trends and KPIs
--- Proven experience creating and delivering professional PowerPoint presentations to upper management.
--- Strong MS Excel skills, ability to perform analysis, creation of charts and graphs, and experience writing macros is a must.
--- Regular usage of dashboard tools (Power BI, Tableau, Business Objects, etc.) to create visual displays for storytelling of metrics
--- Heavy experience with incident management systems.
--- Strong oral and written communications skills.

Success Criteria:
--- Ability to become familiar with details of tickets opened for the previous week and ready to speak to KPIs and address opportunities for improvement both internally and with the customer
--- In touch with SLAs with a proactive approach to reduce violations
--- Propose process improvements which will result in lower SLA violation instances and higher first call resolutions
Education, Work experience and necessary Skills & Attributes:
--- 3-5 years' experience with Bachelor's Degree or 6+ years of experience
--- ITIL, Six Sigma, or similar certification
--- Current usage of dashboard tools such as Power BI or Tableau
--- MS Excel advanced knowledge to include creating macros and using complex formulas
--- Good knowledge of trouble ticket and knowledge management systems
--- Experience in a TAC or other call center or customer support function
--- Good analytical skills to investigate and evaluate trending data
Necessary Skills and attributes:
The ability to plan, organize and prioritize multiple projects, sales and simultaneous performance objectives. Work independently in determining your personal work schedule to be productive. Work in a team environment in order to achieve personal and team project milestones and to complete assignments within established time frames. Accept tasks and problems/situations that differ, requiring creativity to search for optimal solutions, when only broad and general guidelines exist for solving problems. The ability to utilize implied knowledge of task alternatives and to make spontaneous decisions using past experience and the guidance and/or successful experiences of others. Demonstrated ability to interact at multiple levels within customer organizations. Negotiate with ability to convince others in a potentially adversarial environment, including customer directors, managers, and staff with opposing views to accept/approve plans, technical, and project recommendations. Make professional technical presentations in writing, through email, reports, or orally, to an audience with highly technical skills, management, and operational experience. Ability to achieve results within established time frames and requirements. Develop accurate proposals and designs to meet customer needs.
Physical/Mental Demands:
--- Must be able to work under pressure, sometimes with tight deadlines
--- Work generally is performed in an office environment - may need to travel 0 to 10%
--- Comfortable conducting presentations and speaking in front of internal and external (customers, teams, and leadership)
Work is generally performed in an office environment. Operate a computer keyboard and view a video display terminal at least 80% of work time, including prolonged periods of time. Requires considerable work utilizing high visual acuity / detail, numeric / character distinction and moderate hand / finger dexterity. Any movement and transportation of equipment is mostly under 25 pounds. Performs work under time schedules and stress which are normally periodic or cyclical, including time sensitive deadlines, intellectual challenges and project management deadlines. Machines, tools, equipment, and work aids include PC's, printers, copiers, faxes and other equipment commonly associated with an office work area. May require working additional hours beyond normal schedule. Travel varies depending on position. Consistently demonstrates a commitment to policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest and ethical responsibilities.

Keywords: Orchestra Technology, Plano , Telecom DATA ARCHITECT, IT / Software / Systems , Plano, Texas

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