Broadband Support Technician

Columbia Power & Water Systems (CPWS) seeks an individual for a full-time, non- exempt position to assist Broadband customers escalated from Tier I with various types of problems and to have expertise in using various types of software for provisioning of services, problem diagnostics, and auditing accounts.

Duties and responsibilities include the following: utilize CPWS’ internal and external leased software for ticketing, provisioning, auditing, billing, and status monitoring of key equipment; place and remove customer premise equipment devices on accounts with proper billing codes; perform monthly audits on equipment device status and location; working complete ownership on ticket requests regarding porting numbers, trouble request, NOC issues, and service impacting issues for end user(s); provide professional care to all customers when requesting services, resolving service issues, or explaining billing procedures; dispatch service requests to outside plant technicians and respond to their requests; perform daily integrity checks on video and internet services, key equipment status, and report any item that is below standard; process vendor invoices; provide Wi-Fi connection support to customers with CPWS’ owned cable modems and Wi-Fi routers; provide FTTx provisioning and troubleshoot CPE and Data Center equipment; subject to a rotating schedule; and other duties as assigned.

Required skills and abilities include the following: ability and willingness to learn new technologies and successfully utilize the technology; ability to utilize internet service and applied knowledge of cable modems, routers, email, IP addressing, IP route tests, speed tests, and ability to resolve service issues; ability to utilize applied knowledge of video service for analog, digital, and High Definition; ability to utilize applied knowledge of customer owned video equipment and customer leased CPWS video equipment; ability to utilize VoIP service including packet errors, battery life, house wiring tests, and porting numbers; regular attendance at work; acknowledge and adhere to all CPWS polices; perform duties safely without endangering self, others, and the public; ability to read and write; ability to follow instructions; ability to deal with people in a courteous manner; ability to handle multiple tasks; ability to be organized, coordinate with various utilities, maintain reports and records, and be detail oriented; ability to make good decisions and accomplish duties without close supervision; ability to easily add, subtract, multiply, divide, and use exponents to calculate materials; and the ability to work inside.

Physical requirements include the ability to talk, see, hear, reach, handle, and feel.

Education, experience, and qualifications include the following: high school diploma or equivalent required and one year or more experience in Broadband customer support or Internet Service Provider customer support preferred.

To apply for the position, please visit our website at Applications will be accepted until the position is filled. Salary commensurate with experience and will only be discussed at interview. Excellent benefit package. Drug- Free Workplace. Drug testing is a condition of employment with CPWS. EOE.

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